Customer Success Manager, SMB

PrePass

1d•Remote

About The Position

As a Customer Success Manager for SMB, you’ll operate as an individual contributor responsible for the growth and retention of a defined customer portfolio. Your focus will be on building strong relationships, driving adoption, and identifying opportunities to expand accounts while proactively reducing churn. You’ll serve as a trusted advisor, ensuring customer satisfaction, managing escalations, and consistently delivering on revenue goals.

Requirements

4+ years of experience in a B2B SaaS Customer Success and/or Customer Support role preferred
Bachelor’s degree or equivalent business experience.
Strong customer-centric mindset with excellent written and verbal communication skills.
Ability to develop and articulate compelling value propositions.
Solid business acumen and executive presence, with comfort engaging SMB owners and senior leaders.
Proficiency in Microsoft Office Suite.
Ability to thrive in a fast-paced environment with strong organizational and multitasking skills.
Exceptional presentation and negotiation capabilities.

Nice To Haves

Bilingual in English and Spanish preferred.
Experience in Transportation and Logistics (preferred, not required).

Responsibilities

Drive revenue growth by promoting adoption of PrePass’ industry-leading solutions, including ByPass and Tolling.
Proactively engage an assigned customer portfolio to communicate value, increase usage, and identify expansion opportunities.
Consult with customers on best practices to maximize ROI and improve operational efficiency.
Execute targeted campaigns to increase awareness of new services, key initiatives, and relevant market trends.
Safeguard monthly recurring revenue by serving as a strong advocate for customer needs and priorities.
Act as a trusted advisor and escalation point to ensure high levels of customer satisfaction and retention.
Build and maintain strong, long-term relationships with SMB owners and executive-level stakeholders.
Collaborate with internal teams—including Support, Billing, and other stakeholders—to ensure seamless customer experiences.
Maintain accurate, timely, and detailed records of customer interactions and activities within PrePass’ CRM and related tools.

Benefits

Robust benefit package that includes medical, dental, and vision that start on date of hire.
Paid Time Off, to include vacation, sick, holidays, and floating holidays.
Paid parental leave.
401(k) plan with employer match.
Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
Tuition Reimbursement Program.
Voluntary benefits, to include but not limited to Legal and Pet Discounts.
Employee Assistance Program (available at no cost to you).
Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
Community Give-Back initiatives.
Culture that focuses on employee development initiatives.
Company-wide bonus and commission plans.