Customer Success Manager - SMB

Teramind

7d • Remote

About The Position

As a Customer Success Manager for our SMB accounts, you will be responsible for building and nurturing relationships with our small and medium-sized customers. Your focus will be on ensuring they achieve success with our platform by driving product adoption, identifying opportunities for growth, and mitigating risk. You will work with many accounts to proactively manage customer health, retention, and adoption.

Requirements

• 2+ years in a B2B customer-facing role, preferably in Customer Success or Account Management
• Proven ability to manage a large volume of customer accounts while maintaining a high level of service and engagement
• Proven experience with HubSpot, showcasing strong CRM skills to manage customer relationships and optimize marketing
• Experience with ChurnZero to monitor engagement, analyze churn metrics, and enhance customer retention
• Ability to analyze customer data, identify trends, and take action to improve customer outcomes
• Experience with subscription renewal management
• Extreme attention to detail, time management and organizational skills
• Effective communication and teamwork skills
• Willingness to roll up your sleeves and understand the finer technical points of the product
• Ability to have high-stakes conversations with a variety of stakeholders
• Outstanding proficiency in spoken and written English, Portuguese and Spanish.

Nice To Haves

• Experience in the cybersecurity industry is a plus

Responsibilities

• Serve as the primary point of contact for SMB customers, developing strong relationships and becoming a trusted advisor
• Guide new SMB customers through onboarding, ensuring they are set up for success and realize value as quickly as possible
• Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives
• Provide proactive and responsive support, addressing customer inquiries, helping troubleshoot issues, and collaborating with internal teams
• Leverage and contribute to Customer Success playbooks and processes to ensure consistent and scalable service across the SMB base
• Collect feedback and share insights with internal teams to influence product development and improve customer experiences
• Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention
• Identify opportunities for upsell and cross-sell within assigned customer accounts and work with Account managers to close the deal
• Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement
• Regularly engage with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals
• Deliver customer training sessions and enablement resources to ensure ongoing product success
• Maintaining the CRM up to date and completed
• Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction

Benefits

• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Competitive salary
• Career growth opportunities
• Flexible paid time off
• Laptop reimbursement
• Ongoing training and development opportunities

What This Job Offers

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