Customer Success Manager - SMB
J
JobgetherSaaS Technology
CanadaFull-TimeMiddle
Salary57,000 - 63,000 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- Data AnalysisSalesforceMicrosoft ExcelCustomer SuccessSaaSGoogle SheetsSlackAccount Management
Requirements
- 2+ years of experience in customer success or account management, ideally within SaaS or technology.
- Demonstrated ability to manage multiple customer accounts while delivering consistently strong customer experiences.
- Experience identifying customer pain points and connecting product capabilities to relevant business solutions.
- Strong presentation skills and confidence communicating with executives and senior stakeholders.
- Clear and effective communication skills, with the ability to adapt to different audiences and communication channels.
- Intermediate proficiency in Google Sheets and/or Microsoft Excel.
- Ability to work collaboratively within a team-oriented environment and contribute to shared learning and development.
- Familiarity with AI, automation, or technology-enabled customer success workflows is valuable.
- Experience with Vitally, Salesforce, and Slack is highly desirable.
- Bachelor's degree in Accounting, Business, Communications, Information Technology, Finance, Psychology, or a related field is preferred.
Responsibilities
- Manage a large portfolio of SMB accounts and maximize the value customers receive from the platform.
- Proactively manage renewals and identify opportunities to maintain strong annual customer retention.
- Monitor customer health and identify accounts at risk of churn, developing corrective action plans with internal teams.
- Build and maintain trusted relationships with customers while serving as their primary point of contact.
- Drive product adoption by helping customers understand relevant capabilities and connect them to measurable business outcomes.
- Use customer feedback and data insights to improve engagement strategies and the overall customer experience.
- Resolve customer challenges by collaborating effectively with Support, Product, Sales, and other internal teams.
- Partner cross-functionally with Sales, Marketing, Product, and other teams to improve customer outcomes.
- Leverage AI-powered tools and automation to deliver consistent, scalable customer engagement across a large portfolio.
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