Customer Success Manager, SMB
New
RomaniaFull-TimeMiddle
SalaryCompetitive compensation package with performance-based variable component (OTE structure).
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Job Details
- Languages
- English
- Required Skills
- Data AnalysisAccount ManagementCRMCustomer SuccessSaaS
Requirements
- Proven experience in Customer Success, Account Management, or similar customer-facing roles, ideally managing a high-volume SMB portfolio.
- Strong ability to manage 50+ accounts with consistency, resilience, and operational discipline.
- Experience independently owning churn prevention and retention strategies end-to-end.
- Strong commercial mindset with the ability to identify and drive expansion opportunities.
- Excellent communication skills in English, both written and spoken.
- Strong problem-solving skills and ability to turn customer challenges into structured action plans.
- Experience working cross-functionally with Sales and internal operational teams.
- High level of organization, attention to detail, and ability to manage competing priorities.
- Comfort using CRM systems and customer success platforms (e.g., Vitally or similar).
Responsibilities
- Manage the full post-sale customer lifecycle, including onboarding, adoption, operational reviews, renewals, and ongoing account health monitoring for SMB clients.
- Serve as a trusted advisor, building strong relationships and ensuring customers derive maximum value from the platform.
- Own churn mitigation end-to-end, proactively identifying risks and executing structured recovery and retention plans.
- Conduct regular business reviews (QBRs) and identify qualified upsell and cross-sell opportunities, coordinating with Sales teams for follow-up.
- Track account health metrics and maintain strong data hygiene across CRM and customer success systems.
- Collaborate cross-functionally with Sales, Support, and Operations to resolve customer issues.
- Gather and translate customer feedback into actionable insights to improve product, processes, and customer experience.
- Leverage approved automation and AI tools to improve efficiency in account management.
- Maintain structured documentation of customer interactions, risks, and opportunities across the SMB portfolio.
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