Manager, SMB Customer Success
New
E
EvenUpVertical SaaS
Remote-USFull-TimeManager
Salary130,000 - 150,000 USD per year OTE
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Job Details
- Experience
- 5+ years of experience in Customer Success, with at least 2 years in an SMB or scaled/digital motion environment; 1–2+ years of people management experience
- Required Skills
- Data AnalysisSalesforceCustomer SuccessHubSpot
Requirements
- 5+ years of experience in Customer Success.
- At least 2 years in an SMB or scaled/digital motion environment.
- 1–2+ years of people management experience, including coaching and developing CSMs.
- Proven track record of building or optimizing a tech-touch or digital CS motion.
- Familiarity with CS platforms (Vitally, ChurnZero, Totango, or equivalent).
- Experience with CRM tools like Salesforce or HubSpot.
- Strong analytical mindset and ability to build dashboards.
- Experience owning GRR/NRR metrics at the segment level.
- Ability to think like a marketer regarding lifecycle design and engagement optimization.
- US-based.
Responsibilities
- Manage, coach, and develop a team of 2–3 SMB Customer Success Managers.
- Build a performance culture grounded in clear metrics and accountability.
- Design and operationalize a digital-first CS motion for high-volume SMBs.
- Build and optimize automated lifecycle programs like onboarding and renewal campaigns.
- Develop digital touchpoints including in-app messaging and email nurture sequences.
- Own GRR and NRR targets for the SMB segment.
- Monitor customer health signals and proactively address churn risk.
- Partner with Account Managers to drive expansion and upsell opportunities.
- Build dashboards to provide visibility into team performance and segment-level risk.
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