Client Success Manager - SMB/MM

CUSTOMER SUCCESS MANAGER – EXPANSION (REMOTE) Switchboard Hiring is conducting interviews and managing the hiring process for this role on behalf of our client, a global company and established provider of AI-powered financial automation software. This is not a traditional keep-them-happy account management role. As a Customer Success Manager – Expansion, you will own revenue growth within a book of small and mid-sized business (SMB) and mid-market accounts. Your clients are business professionals, not technologists: they rely on you to understand the product deeply, explain it in plain language, and show them new ways to get value from it. Every one of those conversations is a chance to grow the account, and you will be expected to find it, pursue it, and close it. WHAT YOU'LL DO (RESPONSIBILITIES) Own a portfolio of SMB and mid-market customer accounts with a focus on expansion: identifying, developing, and closing upsell and cross-sell opportunities Drive account growth through consultative selling: uncovering unmet needs, demonstrating value, and turning satisfied customers into larger customers Serve as the primary point of contact for your accounts, guiding non-technical users through onboarding, adoption, and day-to-day usage in clear, jargon-free language Carry information in both directions: gather customer needs and pain points and translate them into structured, actionable feedback for internal product and technical teams, then translate technical updates back into plain language for customers Monitor account health and usage signals to spot growth opportunities as well as churn risk Partner with sales, support, and product teams to ensure a seamless customer experience Become a product expert who can explain technical concepts in ways anyone can understand WHO WE'RE LOOKING FOR (QUALIFICATIONS) A sales-minded customer success professional: you have a track record of growing existing accounts, not just retaining them Experience in customer success, account management, or sales at a B2B SaaS (or similarly technical) company Proven ability to build trust with non-technical audiences and make complex technology feel simple Comfortable and credible when working with internal technical teams, relaying customer feedback in a form they can act on Strong communicator, in writing and on calls, with a warm, consultative selling style Experience managing SMB or mid-market portfolios, where growth comes from moving quickly across many accounts rather than farming a handful of enterprise logos Organized self-starter who can manage a high volume of accounts independently in a remote environment Comfortable carrying a number: growth targets motivate rather than intimidate you COMPENSATION & BENEFITS Compensation: $100,000–$120,000 OTE (on-target earnings), structured as a 60/40 base/variable split ($60,000–$72,000 base plus $40,000–$48,000 target variable), with the variable component paid monthly and tied to account growth Full benefits package Fully remote position with occasional travel, approximately 1–2 times per quarter Opportunity to grow with a global company #J-18808-Ljbffr