Customer Success Manager - SMB

Gravyty

2d • Remote

About The Position

To drive adoption, value realization, and retention for a high-volume book of SMB clients using scalable, digital-first engagement methods.

Mission & Goals
Support a broad customer base with high efficiency
Improve platform adoption, maximize customer satisfaction and product adoption
Reduce churn through proactive, scalable outreach
Identify and act on opportunities for renewal and expansion
Act as a trusted strategic advisor

Requirements

• 2+ years in a B2B SaaS Customer Success, Account Management, or similar client-facing role
• Strong communication, organizational, and multitasking skills
• Experience with CS platforms (e.g., Gainsight, ChurnZero), CRM systems, and usage analytics
• Comfortable using segmentation, data insights, and playbooks to guide decisions
• Proactive, collaborative, and driven to improve processes and customer outcomes
• Collaborative spirit with a bias toward action, efficiency, and continuous improvement

Responsibilities

• Own a large portfolio of small to mid-sized business accounts
• Engage customers through automated communications, success reviews, strategic check-ins and campaigns
• Monitor usage and customer health to trigger timely interventions
• Collaborate cross-functionally to resolve issues and deliver customer value
• Identify churn risks and expansion opportunities, surface cross-sell opportunities to Sales
• Send scaled success communications and best practice updates
• Track adoption and engagement metrics to drive product utilization
• Deliver periodic live/digital check-ins to keep customers engaged and informed
• Execute renewal and expansion opportunities
• Document customer interactions, success plans, and engagement history using CS tools

Benefits

• We offer competitive benefits, employer-matched retirement plans, flexible time off, and a supportive environment where your contributions make a difference.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees