SMB Customer Success Manager

SMB Customer Success Manager

This is a mid-level Customer Success opportunity focused on helping early-stage businesses adopt and get lasting value from a complex SaaS product. You'll support a diverse customer base through a pooled, 1:many engagement model, combining scalable resources with thoughtful customer interactions. The role blends customer support, onboarding, troubleshooting, education, and long-term retention initiatives. You'll become a product expert and translate complex customer challenges into clear, practical solutions. Beyond customer-facing work, you'll own projects that improve onboarding, education, engagement, and internal team operations. You'll work in a fast-moving environment where curiosity, independent problem-solving, and continuous improvement are highly valued. This is an opportunity to make a measurable impact on both customer outcomes and the evolution of the broader Customer Success function.

Accountabilities

• Own a portfolio of SMB customers, serving as a key point of contact through shared support channels and customer calls in accordance with established service-level expectations.
• Develop high-quality onboarding resources, documentation, webinars, and educational content that help customers become productive and increasingly self-sufficient.
• Support customers in solving complex product and workflow challenges by understanding their specific needs, evaluating possible approaches, and recommending the most effective solutions.
• Build long-term customer relationships that extend beyond initial onboarding and encourage product adoption, engagement, retention, and best practices.
• Take ownership of medium- and large-scale projects that improve customer experiences, onboarding journeys, retention practices, education programs, and internal workflows.
• Identify opportunities to improve processes and proactively recommend more effective approaches as products, customer needs, and internal practices evolve.
• Collaborate closely with colleagues and cross-functional teams to investigate issues, share knowledge, improve workflows, and deliver consistent customer experiences.
• Communicate clearly, thoroughly, and empathetically across email, live interactions, documentation, and educational sessions.

Requirements

• 2+ years of full-time experience in SMB Customer Success, Account Management, Program Management, or a comparable customer-facing role.
• Experience supporting a complex, rapidly evolving SaaS or technology product, ideally in an environment where customers have diverse needs and multiple potential solutions.
• Strong problem-solving skills, with the ability to scope ambiguous issues, evaluate different paths forward, and independently develop comprehensive solutions.
• Demonstrated ability to become a subject-matter and product expert and use that knowledge to guide customers through sophisticated challenges.
• Excellent written and verbal communication skills, with the ability to adapt communication to both experienced professionals and users who are new to SaaS or recruiting technology.
• Exceptional attention to detail, particularly when communicating complex information and identifying the essential details needed to resolve an issue efficiently.
• Strong curiosity and investigative skills, with a willingness to understand customer workflows and use cases beyond the immediate question or problem.
• Ability to work effectively in a pooled 1:many customer engagement model rather than managing only a small, dedicated customer portfolio.
• Comfort balancing customer-facing responsibilities with ownership of strategic and operational projects.
• Proactive mindset and willingness to identify outdated processes, speak up about opportunities for improvement, and take action in a rapidly changing environment.
• Collaborative approach and ability to work independently while partnering effectively with peers and cross-functional teams.

Benefits

• Remote work opportunity available in United States.
• Competitive compensation based on market rate, qualifications, experience, and location.
• Equity opportunity through stock options with a 10-year exercise window.
• Unlimited paid time off, with approximately four weeks recommended annually.
• Fully paid family leave in the US, with plans to expand coverage to employees in other countries as applicable.
• Generous budget for equipment, software, and home-office furniture to support productivity and comfort.
• $100/month education budget, with higher-cost learning opportunities such as conferences available with manager approval.
• Comprehensive health insurance for US-based employees and dependents, with premiums fully covered.
• Opportunities to work within a highly collaborative, specialized Customer Success organization.
• Structured onboarding and product training, with the first 30 days focused heavily on developing deep product expertise.
• Progressive ownership, including customer assignments within the first 30 days, customer-call shadowing during the first 60 days, and a broader customer portfolio and ownership areas by approximately 90 days.
• An environment that emphasizes talented small teams, continuous learning, customer expertise, and meaningful ownership.