Manager, CSM – SMB

Work from home Full-time role Hiring

Job Description:

Architect the Scaled Journey: Design and refine a digital-first customer journey that blends automated triggers, live workshops, and community-led programming.
Drive Growth Metrics: Take full accountability for retention, health scores, and expansion revenue across the SMB portfolio.
Lead & Coach: Manage a team of four CSMs, coaching them to execute at scale while maintaining a high standard for customer outcomes.
Operationalize Success: Partner with CS Ops and Marketing to build repeatable playbooks and automated touchpoints that identify risk early and surface expansion signals.
Data-Driven Iteration: Use product usage and engagement data to continuously "A/B test" our success motions and improve efficiency.
Cross-Functional Influence: Collaborate with Product and Sales to ensure the SMB voice is heard and that our digital-first motions align with the overall company roadmap.

Requirements:

3+ years of experience in Customer Success or Account Management within a SaaS environment, preferably with direct SMB experience
2+ years of people leadership experience, with a track record of coaching and developing high-performing CSMs
Proven success managing or designing programs for a high-volume book of business while consistently driving customer health and retention metrics
Experience building and executing 1:many engagement strategies, including automation, digital campaigns, webinars, and office hours
Strong understanding of customer journey mapping and lifecycle management
Comfort using customer data and usage signals to prioritize outreach and proactively manage risk
A strategic mindset balanced with operational rigor, you can design the system and ensure it runs
Exceptional cross-functional collaboration skills and the ability to influence across teams.

Benefits:

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