Manager of SMB Customer Success

Team Leadership:

• Manage, coach, and develop a team of 2–3 SMB Customer Success Managers.
• Build a performance culture grounded in clear metrics, regular feedback, and accountability.
• Hire and onboard future team members as the SMB segment grows.

Digital & Scaled Motion Design:

• Design and operationalize a digital-first CS motion that drives adoption, retention, and expansion across a high-volume SMB customer base.
• Build and optimize automated lifecycle programs using tools like Salesforce, HubSpot, or equivalent.
• Develop a library of digital touchpoints including in-app messaging, email nurture sequences, and self-serve resources.

Retention & Expansion:

• Own GRR and NRR targets for the SMB segment.
• Monitor customer health signals and proactively address risk before churn.
• Partner with Account Managers to identify expansion and upsell opportunities.

Operations & Reporting:

• Build and maintain dashboards for real-time visibility into team performance and customer health.
• Define and track KPIs including adoption milestones, health scores, and renewal rates.
• Partner with CS Ops, Product, Support, and Marketing to continuously improve the digital customer experience.