Customer Success Manager - SMB

Jobgether

7d • Remote

About The Position

This role focuses on building strong, long-term relationships with small to medium-sized business customers, ensuring they achieve maximum value from the platform. You will act as a trusted advisor, guiding clients through onboarding, adoption, and growth strategies while advocating for their needs across internal teams. The position requires a consultative approach, balancing strategic thinking with hands-on execution to drive customer ROI and retention. You will collaborate closely with product, sales, and marketing teams to inform product improvements and enhance the overall customer experience. This role thrives in a dynamic, fast-growing SaaS environment, with opportunities to directly impact customer satisfaction, revenue growth, and the success of the company’s broader business objectives. Effective communication, problem-solving, and account management skills are key to helping customers achieve measurable outcomes.

Requirements

• 5+ years of experience in Customer Success, Account Management, or strategic consulting in a SaaS environment.
• Strong understanding of SaaS products; experience in Revenue Operations (RevOps) is a plus.
• Proven ability to manage retention and drive growth through high-touch customer engagement.
• Excellent verbal and written communication skills, capable of simplifying complex concepts for diverse audiences.
• Comfortable presenting to executives, end-users, and large groups.
• Strong consultative problem-solving skills with a proactive, solutions-oriented approach.
• Experience using Salesforce or other CRM/GTM systems is preferred.
• Ability to manage multiple accounts, priorities, and internal/external stakeholders effectively.

Nice To Haves

• Experience using Salesforce or other CRM/GTM systems is preferred.
• Strong understanding of SaaS products; experience in Revenue Operations (RevOps) is a plus.

Responsibilities

• Develop and maintain strong, trusted relationships with SMB customers, understanding their goals and challenges.
• Proactively guide customers to realize the full value of the platform, driving adoption and measurable outcomes.
• Manage contract renewals, negotiations, and expansion opportunities, identifying upsell potential.
• Act as a product expert, delivering tailored training, strategic insights, and best practice recommendations.
• Collaborate with clients to create and monitor account plans with clear objectives and success metrics.
• Identify and mitigate potential risks to customer satisfaction and retention before they escalate.
• Represent customer perspectives internally to inform product development and improve experiences.
• Work closely with Sales, Marketing, Product, and Support teams to ensure a cohesive and seamless customer journey.

Benefits

• Competitive base compensation with meaningful equity ownership.
• Health insurance including medical, dental, vision, HSA, and FSA; employer covers 100% of your premium and 50% for dependents.
• Unlimited Paid Time Off and Paid Company Holidays.
• Remote work setup including laptop and monthly remote stipend.
• 401(k) self-contribution plan.
• Paid Family Leave.
• Opportunities to join a diverse, passionate, and collaborative team in a fast-growing company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed