Job Description
Looking for an SMB Account Success Leader to lead the charge in driving retention, growth, and customer value across our fastest-growing customer segment. This leader will oversee two distinct success motions across different plan types and team structures - owning both the operational rhythm and strategic direction for our SMB book of business. You’ll be responsible for driving Gross Revenue Retention, expansion within existing accounts, and pipeline generation.
Lead, coach, and inspire a team of Account Success Managers (ASMs) across multiple motions - ensuring consistent customer engagement, adoption, and value realization. Own the SMB retention number: drive proactive health management, renewal excellence, and growth with our customers. Drive pipeline generation from the existing base through success-led outbound, usage expansion, and partner-assisted plays. Identify risk and execute retention and expansion plays across accounts, prioritizing customer health and happiness, while building scalable playbooks and success cadences (both automated and high-touch) tailored for the SMB segment. Coach the team to excellence: raise skill levels across communication, consultative selling, and customer management. Celebrate wins and build culture: drive a transparent, accountable, high-energy environment where everyone learns and grows. Implement strong process discipline across renewal tracking, adoption, and risk identification, while representing SMB Success in forecast planning and broader GTM leadership discussions. Collaborate cross-functionally with Sales, Marketing, Product, and Partnerships to align customer lifecycle, renewal, and expansion motions.
About Crossbeam
Crossbeam built our company on a simple but powerful realization: partner ecosystems hold untapped potential to transform how companies go to market.