Pooled Customer Success Manager, SMB
New
M
Muck RackB2B SaaS
Remote (United States)Full-TimeMiddle
Salary$55,000 - $60,000 with $70,000+ in on target earnings
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Job Details
- Experience
- 1+ years in a customer-facing role
- Required Skills
- SalesforceTime ManagementCRMCustomer Success
Requirements
- 1+ years in a customer-facing role such as customer success, support, service, or sales, preferably in a B2B SaaS environment.
- Proven ability to manage high volumes of tasks or customers.
- Experience using CRMs like Salesforce and automation tools.
- Exceptional prioritization and time management skills.
- Strong, empathetic communication skills.
- Positive, collaborative mindset with the ability to navigate ambiguity.
- Commitment to quality and process-driven work.
- Familiarity with sales processes or identifying upsell opportunities.
- Knowledge of tools like Marketo, Outreach, or similar platforms.
- Ability to proactively incorporate AI tools into daily work.
Responsibilities
- Lead onboarding, escalations, training delivery, risk mitigation, and renewals for a shared book of business.
- Handle customer cases via a round-robin system with timely, high-quality resolution.
- Proactively provide resources to help customers maximize value and mitigate risk.
- Manage and prioritize tasks using Salesforce to ensure workflows are documented effectively.
- Partner with Customer Support, Accounts Receivable, and Marketing to align on customer goals.
- Contribute to process improvements to enhance team efficiency and scalability.
- Maintain accurate renewal and opportunity data in team dashboards.
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