Customer Success Manager, SMB

Customer Success Manager

Posh is hiring a Customer Success Manager to own our SMB segment: exclusive event organizers earning or projected to earn $75K-$130K in annual GMV.

This is a builder role. You'll manage a large book of business (around 400 accounts), the majority of which you'll serve through a scaled, one-to-many motion. Your one-to-one time goes to two much smaller groups: organizers who are onboarding and those that look ready to grow. Everyone else is supported by the engine you build: automation, lifecycle playbooks, and live programming.

You'll be the first dedicated owner of this segment, which means you won't inherit a playbook; you'll build it. You'll onboard every new SMB organizer our sales team closes with a single structured onboarding call, then route them into the education webinar series you run, guiding them from contract signature through their first live event. Then you'll build the systems (segment analysis, growth-signal automations, email and SMS playbooks) that surface the right account at the right moment so your one-to-one time always goes where it drives the most growth.

Your north star is simple: organizers launch faster, sell more tickets in their first months, and grow into Mid-Market because they work with you.

You'll be accountable for:

• Strong revenue growth across newly onboarded accounts
• Onboarding conversion and time-to-first-event: contract signed ? account created ? event live ? tickets sold
• Adoption of revenue-driving product features in an organizer's first 30-60 days
• Net Revenue Retention across the SMB book of business, including renewals and upsells for SMB organizers
• Qualified graduation opportunities surfaced to Account Management as accounts cross into Mid-Market to close renewal and upsell deals

Onboarding

• Build the SMB onboarding program from scratch : one structured onboarding call, the materials that go with it, and the webinars organizers get routed to afterward, so every organizer goes live with a strong foundation
• Own onboarding for every new SMB account , from exclusive contract signature through the close of their first event
• Define the 30-60 day adoption path : which revenue-driving features each organizer should adopt first, plus guidance based on what works on the platform, and build the nudges that get them there
• Set expectations for the post-onboarding model from day one , so the transition into scaled support after the first onboarding call is designed

Scaled engine

• Stand up and run the scaled support motion : twice-weekly office hours, the education webinar series organizers are routed into after onboarding, and lifecycle email playbooks: product adoption nudges, new feature announcements, key-date reminders, and milestone celebrations
• Define the SMB growth model : identify the shared attributes and signals behind the fastest-growing accounts in this ICP and turn them into the triggers your automations run on
• Build growth- and churn-signal automations in Planhat , by yourself and in partnership with our RevOps team, so the right account surfaces to you automatically, and build agentic workflows that take first-line action on those signals so your one-to-one time goes only where a human changes the outcome

Growth & graduation

• Run the growth cohort : proactively partner one-to-one with your highest-growth accounts to uplift them into the Mid-Market tier
• Build the graduation handoff with Account Management : flag accounts that cross the $130K Mid-Market threshold and create renewal, upsell, and expansion opportunities
• Own renewals and upsells for SMB organizers : identify opportunities, guide commercial conversations, and close renewals and expansion deals for smaller-revenue accounts
• Champion the customer voice internally , partnering with Product, Sales, and Support to improve the SMB organizer experience

About You

You're equal parts builder, relationship-driver, and operator. You don't just work a process: you design one, measure it, and improve it. You care less about activity for activity's sake and more about whether your customers are actually launching and growing.

You bring:

• 2-4 years of experience in scaled customer success, customer success operations, solutions engineering, onboarding, or lifecycle automation. Industry background is flexible: we care about how you work
• This is not a traditional one-to-one CSM seat. You scale yourself through systems and automation while still making every organizer's first experience feel personal
• Strong technical acumen : you're comfortable working with data, building automations and workflows, and using tools like Planhat, Lightdash, Claude, ChatGPT, Gemini, Hubspot, and Iterable to teach and scale yourself
• A track record of building and improving processes end-to-end : you've designed a customer-facing workflow from scratch, built it in tools like Planhat, HubSpot, or Zapier, measured whether it worked, and iterated on it
• Comfort owning commercial outcomes : you're comfortable leading renewal and upsell conversations and closing deals with smaller-revenue organizers
• Clear, intentional communication : you set expectations well, write emails people actually read, and can run a tight 30-minute call
• High ownership and organization : you can manage a large book of business with structure and scale, without letting important opportunities fall through the cracks
• Comfort with high-volume onboarding and the energy to make each organizer's first experience feel one-to-one

Bonus Points

• You have experience working with event organizers, creators, marketplaces, ticketing platforms, or community-led businesses
• You've built lifecycle or email automation programs, or run webinars and live programming
• You've personally helped customers launch, hit early revenue milestones, or graduate into higher service tiers
• You genuinely love events and the people crazy enough to build their lives around bringing people together

Posh provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Posh is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability