Account Success Manager, SMB

Account Success Manager, SMB

Boston, Massachusetts, United States, New York, United States, Philadelphia, Pennsylvania, United States

The highest-performing go-to-market teams have figured out how to turn their partner ecosystem into a revenue engine, and Crossbeam is the platform that makes that possible. Companies use Crossbeam to securely compare CRM data with partners, revealing shared customers, overlapping prospects, and warm paths into deals.

That second-party data becomes Ecosystem Intelligence — a layer of unique signals and recommendations that helps revenue teams uncover new opportunities, target the right accounts, and win faster. We pioneered the category of ecosystem-led growth, and now we're defining what comes next: go-to-market powered by AI-native ecosystem intelligence.

About the role:

Our SMB Account Success Managers are the backbone of our customer base — keeping our smallest-but-mighty customers healthy, growing, and seeing real value from ecosystem-led growth. We're looking for an organized, customer-obsessed ASM to own a high-volume book of SMB accounts, reduce churn, and find the right moments to expand. You'll need to know your accounts well enough to spot gaps before they become problems and be operational enough to act on all of them. That includes building better systems, increasing leverage, and using AI to raise the quality and speed of execution.

You will:

• Own the retention and expansion strategy for 45+ SMB accounts (companies under 250 employees) post-sale through renewal from start to finish
• Proactively engage customers ahead of renewals, when they need support, or when buying signals point to an upsell opportunity
• Identify gaps in customer adoption and value realization — then fix them
• Partner closely with Finance, RevOps, and Go-To-Market teams to deliver a consistent, positive customer experience and ensure accounts are set up for success
• Use AI and automation thoughtfully to improve output, not replace judgment

You need:

• 2+ year of experience in a B2B SaaS Sales or Customer Success role with a track record of success managing renewals or expansion opportunities
• Exceptional organization and process discipline — you know where every account stands at any given time
• Strong objection handling skills; you can turn a hard conversation into a path forward
• Ability to operate with clarity under ambiguity and move fast when it matters
• A customer-first mindset with a collaborative, solutions-oriented approach
• Clear, professional written and verbal communication

You'll do great if you:

• Take ownership without waiting for permission.
• Ask "what's actually needed?" instead of defaulting to precedent.
• Use AI as leverage to clarify thinking, improve communication, synthesize information, and accelerate execution.
• Actively seek out and act on feedback to raise your own bar
• Dig until you understand the real problem, not just the surface request.
• Make those around you more effective.

You'll get:

• Collaborative teammates and a culture built on trust and accountability
• Competitive compensation and equity
• Comprehensive healthcare coverage for you and your family
• Remote-flexible with access to co-working spaces in your area
• Learning, wellness, and WFH stipends
• Flexible time off
• Paid parental leave
• …and more!

Equal Opportunity Employer

We're proud to be an Equal Opportunity Employer and are committed to building a team that reflects a wide variety of backgrounds, perspectives, and skills. We don't discriminate on the basis of race, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic.

If you need reasonable accommodations during any part of the application or interview process, please let us know—we're happy to support you.