SMB Customer Success Manager - Americas
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JobgetherRecruiting Technology
Our partner is looking for a SMB Customer Success Manager - Americas based in Canada.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- At least 2 years of full-time experience
- Required Skills
- Project ManagementProblem SolvingCustomer SuccessAccount ManagementTechnical supportCRM
Requirements
- At least 2 years of full-time experience in SMB Customer Success, Account Management, or Program Management.
- Experience supporting customers with complex, rapidly evolving software products.
- Ability to become a product and subject matter expert.
- Strong problem-solving skills with the ability to define issues and identify solutions independently.
- Excellent written and verbal communication skills.
- Exceptional attention to detail with clear, concise, and empathetic communication.
- Ability to extract relevant information to resolve customer issues.
- Curiosity and natural investigative approach to customer use cases.
- Experience defining and developing comprehensive solutions independently.
- Ability to manage projects alongside day-to-day responsibilities.
- Proactive in identifying and improving inefficient or outdated processes.
- Adaptable to working in a rapidly changing environment.
Responsibilities
- Own a portfolio of SMB customers through a pooled 1 Customer Success model.
- Support customers throughout their lifecycle to encourage engagement, adoption, and retention.
- Develop onboarding resources, documentation, webinars, and educational content.
- Provide responsive support via email and live interactions for complex product challenges.
- Serve as a subject matter expert on the product to advise diverse customer groups.
- Investigate customer challenges and recommend solutions based on their context.
- Lead medium and large-scale projects to improve Customer Success operations.
- Collaborate with internal teams to identify and implement workflow improvements.
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