SMB Customer Success Manager

View full description

Requirements:

• 2+ years in a B2B customer-facing role, preferably in Customer Success or Account Management.
• Proven ability to manage a large volume of customer accounts with high service levels.
• Analytical skills to interpret customer data and improve outcomes.
• Experience with subscription renewal management.
• Excellent attention to detail, time management, and organizational skills.
• Effective communication and teamwork abilities.
• Willingness to understand technical product details.
• Ability to conduct high-stakes conversations with stakeholders.
• Experience in the cybersecurity industry is a plus.
• HubSpot or CRM experience is a plus.

Responsibilities:

• Serve as the primary point of contact for SMB customers, developing strong relationships and becoming a trusted advisor.
• Guide new SMB customers through onboarding, ensuring they are set up for success.
• Drive product adoption by aligning product capabilities with customer goals and sharing best practices.
• Provide support for customer inquiries and troubleshoot issues, collaborating with internal teams.
• Contribute to Customer Success processes for consistent service.
• Collect feedback for product development and to enhance customer experiences.
• Manage customer renewals and ensure high satisfaction and retention.
• Identify upsell opportunities within accounts and assist in closing deals.
• Monitor customer health metrics and engage with customers to demonstrate ROI.