SMB Customer Success Manager
New
A
AshbyRecruiting Software
Remote - US; Secondary Locations: Remote - CanadaFull-TimeMiddle
Salary$80K - $138K; US Avg $80K – $120K; SF & NYC $92K – $138K • Offers Equity
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Job Details
- Experience
- At least 2 years
- Required Skills
- Problem SolvingCustomer SuccessAccount Management
Requirements
- 2+ years of full-time experience as an SMB Customer Success Manager, Account Manager, or Program Manager.
- Experience supporting a complex and rapidly evolving product (e.g., Zapier, HubSpot, Acuity Scheduling).
- Proven ability to act as a subject matter and product expert.
- Skilled at defining the scope of problems and creating comprehensive solutions independently and collaboratively.
- Keen attention to detail with ability to provide clear, thorough, and empathetic communication.
- Strong written and verbal communication skills across diverse user groups.
- A curious mindset toward addressing customer needs and improving workflows.
- Ability to work in a pooled (1:many) customer success environment.
Responsibilities
- Serve early-stage customers programmatically by creating high-quality onboarding materials, documentation, and e-webinars.
- Act as the main point of contact for a book of customers via shared inbox and customer calls.
- Lead medium and large projects to improve team operations and customer engagement.
- Troubleshoot and solve complex customer challenges by identifying issues and mapping multiple paths forward.
- Collaborate with team members to update and improve internal processes and practices.
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