Customer Success Manager - SMB

Balto•Saint Louis, MO

6d•Remote

About The Position

Balto is seeking an SMB Customer Success Manager to manage a portfolio of new and existing customers and help them get the most out of Balto’s AI tools. The SMB team uses a scaled model: the manager owns approximately 60 accounts representing about $1.5 million in business, and combines direct customer access with AI and automation to support accounts proactively. The role owns the full renewal process and is measured on retention, expansion, and adoption. This is a fully remote position that can be performed anywhere in the U.S. The manager builds trusted customer relationships, learns customers’ goals and success metrics, and connects their needs to Balto’s value. The role also advocates for customers internally, coordinates solutions to obstacles, and identifies opportunities for growth. Work includes a mix of personal customer conversations and automated outreach, running scaled engagement programs, monitoring customer health and usage, helping customers measure ROI, and managing renewals and account expansion. The role offers potential career paths into senior or enterprise customer success roles and leadership. The hiring process includes virtual interviews and a take-home assessment.

Requirements

At least 3 years of experience in Customer Success, Account Management, or a related customer-facing role.
Experience managing SMB or mid-market customer relationships; scaled or tech-touch experience is ideal.
Strong written and verbal communication skills.
Strategic and detail-oriented thinking style.
Strong organization and time management skills.
Ability to analyze customer usage data and identify trends.
Hands-on experience using AI tools such as Claude or ChatGPT in daily work.
Experience building or running automated playbooks in a customer success platform such as ChurnZero, Gainsight, or similar.
Experience with change management and adoption initiatives.
Working knowledge of Excel and comfort with basic data analysis.
Empathetic, customer-first mindset and passion for delivering value.

Responsibilities

Manage a portfolio of approximately 60 SMB accounts with a total book of business of about $1.5 million.
Own the full contract renewal process for accounts in the portfolio, including timelines, customer alignment, and execution.
Drive retention, expansion, and product adoption across the customer portfolio.
Build relationships with customers and key stakeholders, and lead check-ins, business reviews, and renewal conversations through personal and scaled communications.
Understand each customer’s goals, needs, and success metrics.
Run automated customer plays for onboarding, adoption, and re-engagement, and personally intervene when accounts need support.
Use AI tools to draft, review, and personalize customer emails, in-app messages, and other engagements.
Contribute to and help run scaled programs, including a weekly tips email, live office hours, and a customer community.
Identify patterns across accounts and suggest plays, content, or automations that can benefit multiple customers.
Provide customers with resources, guidance, and best practices; identify opportunities to increase product adoption and usage.
Help customers measure and communicate Balto’s value, including ROI and performance impact.
Partner with internal teams to ensure customers have what they need to succeed.
Identify opportunities to expand accounts through additional licenses and product add-ons; propose pricing, product expansions, and terms with internal stakeholders.
Use AI-driven health scores and signals to identify customer risks, roadblocks, and adoption challenges early.
De-escalate issues and coordinate solutions to keep customers on track.
Track customer health, usage, and engagement to prevent churn and improve outcomes.