Sr. Customer Success Manager - SMB/Mid Market

HoneyBook•San Francisco, CA

57d•$120,000 - $145,000•Hybrid

About The Position

We’re looking for a Sr. Customer Success Manager - SMB/Mid-Market to design and run proactive customer success programs that measurably accelerate time-to-value, improve adoption, and drive net revenue expansion across a focused book of strategic SMB/MM customers. As a senior builder-IC, you’ll own outcomes end-to-end: from onboarding and value realization to QBRs, renewals, and upsells while establishing the playbooks, instrumentation, and operating rhythm that can scale. You’ll partner closely with Product, Growth, and Member Care to turn insights into repeatable motions and proof points for future team expansion. If you love turning customer outcomes into revenue outcomes, this role is for you. This role is hybrid to our San Francisco office, 3 days per week and requires occasional travel to Tel Aviv/NY ~2×/year for planning and collaboration.

Requirements

Ownership & Initiative: You take pride in building and improving - designing programs, setting clear goals, and delivering results with minimal direction while collaborating openly across teams.
Commercial Mindset: You’re confident managing renewals and expansions in an SMB/MM environment, balancing business outcomes with genuine customer advocacy.
Customer Growth Focus: You know how to turn insights into action: driving feature adoption, accelerating time-to-value, and helping customers realize measurable success.
AI Confidence: You use AI tools thoughtfully to scale research, personalize communication, and streamline prep - always grounded in accuracy, privacy, and human connection
6 years of experience in Customer Success or Account Management, including work with SMB and Mid-Market customers. You’ve managed a broad portfolio (around 100+ accounts) and understand how to balance scale with personal connection.
Direct experience owning renewals and expansions with measurable impact on NRR. You know how to identify opportunities, tell a strong value story, and close with confidence.
Design and refine customer programs: like onboarding tune-ups, adoption campaigns, or renewal prep - that deliver clear results and repeatable wins.
Set up lightweight forecasting systems, maintaining pipeline visibility, and tracking performance with accuracy and accountability.
Comfortability using CRM and CS platforms (Salesforce, HubSpot, Gainsight, ChurnZero, or similar) and experimenting with AI-assisted tools to improve insights and efficiency.
Startup/scale experience whether building a motion from 0→1 or helping scale from 1→10, and you bring structure, curiosity, and resilience to every phase of growth.

Nice To Haves

Analytical Clarity: You focus on what matters most, use data to guide priorities, and communicate trade-offs clearly.
Storytelling: You turn insights into simple, compelling stories that help teammates and leaders align quickly.
Forecasting: You maintain clean, consistent renewal and expansion forecasts, identify risks early, and collaborate to solve them

Responsibilities

Own a strategic SMB/MM book of business - driving customer success through adoption, renewals, and growth with strong retention and expansion results.
Deliver a standout onboarding experience that helps customers activate quickly and see value early.
Design and run proactive engagement programs (like onboarding tune-ups, adoption campaigns, and renewal prep) in partnership with our Digital Programs Lead: testing, iterating, and measuring what works.
Build a smart, efficient CS system powered by data and AI to forecast retention, create/maintain QBR templates, track health, and guide customer conversations; maintain clear dashboards and follow through on key milestones.
Grow your expansion pipeline and maintain disciplined forecasting and communication around opportunities and risks.
Champion customer advocacy by collaborating with our community team to turn success stories into references, reviews, and case studies.
Share insights that shape our product and growth strategy highlighting churn risks, feature gaps, and opportunities for improvement.
Document playbooks and best practices to scale what works and help pave the way for future CSMs

Benefits

Mission-driven: You'll be joining more than just another startup. Our members’ success is at the heart of everything we do.
Impact: We move quickly and encourage every employee to push the envelope. Our best ideas come from out-of-the-box thinking and innovation; be ready to fail fast and often!
Compensation: We offer a competitive salary and meaningful equity grants.
Base pay is $120k-$145k, depending on experience and skills.
Benefits & perks: From wellness programs to exceptional family leave policies, the health and happiness of our employees are foremost.

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