Pay Customer Success Manager, SMB
New
R
RemoteHR Tech
Remote-AMERFull-TimeManager
Salary37.3 - 83.9 USD per year
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Job Details
- Languages
- English
- Required Skills
- Artificial IntelligenceSalesforceAccount ManagementStakeholder managementCustomer Success
Requirements
- CS/AM experience in complex B2B SaaS (Payroll preferred) or comparable customer-facing ownership.
- Strong written communication and stakeholder management skills.
- Ability to identify churn risk early and execute structured mitigation plans.
- Comfort coordinating across multiple teams and product lines (Sales, Implementation, Support, Product, Ops).
- Consistent CRM (Salesforce) and Vitally hygiene.
- Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting.
- Writes and speaks fluent English.
Responsibilities
- Owns renewals, churn mitigation, and core SMB motions end-to-end for a large book of business.
- Provides timely, clear customer and internal updates and runs structured operating rhythms.
- Drives onboarding/adoption outcomes and Success Plans.
- Identifies churn signals early and runs mitigation plans.
- Surfaces qualified upsell/cross-sell signals during QBRs and renewal conversations.
- Maintains Vitally and Salesforce as source of truth.
- Uses approved playbooks, automation, and templates to sustain cadence.
- Uses AI to draft communications and structure risk summaries.
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