Customer Success Manager, SMB
New
R
Remote - Referral BoardHR Tech SaaS
Remote-EMEA, AsyncFull-TimeMiddle
Salary1 - 3 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).
- Strong written communication and stakeholder management skills.
- Ability to identify churn risk early and execute structured mitigation plans.
- Comfort coordinating across multiple teams including Sales, Implementation, Support, Product, and Ops.
- Consistent CRM and Vitally usage habits.
- Proficiency using AI as a human-in-the-loop assistant.
- Fluent English (written and spoken).
Responsibilities
- Own renewals, churn mitigation, and core SMB motions end-to-end for a large book of business.
- Provide timely, clear customer and internal updates and run structured operating rhythms.
- Drive onboarding/adoption outcomes and Success Plans for customers.
- Identify churn signals early and execute structured mitigation plans.
- Surface qualified upsell/cross-sell signals during QBRs and renewal conversations.
- Maintain Vitally and Salesforce as single source of truth.
- Use approved playbooks, automation, and templates for high-volume management.
- Use AI for drafting communications and summarizing meeting/case context.
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