Pooled Customer Success Manager, SMB

Responsibilities:

• Lead critical activities such as onboarding, escalations, training, risk mitigation, and renewals for a shared customer book.
• Handle customer cases via a round-robin system, ensuring timely responses and high-quality outcomes.
• Partner with cross-functional teams to provide holistic support and maintain accurate data in Salesforce.

Qualifications:

• 1+ years in customer-facing role in B2B SaaS, with proven ability to manage high volumes of tasks.
• Experience using CRM tools like Salesforce and automation tools to streamline work.
• Strong communication, prioritization, and time management skills, with a collaborative mindset.

Benefits:

• 4+ weeks of PTO, plus paid sick and mental health days and 13 paid holidays.
• Comprehensive medical, dental, vision, and life insurance with 100% premium coverage for individuals.
• Up to 16 weeks of fully paid parental leave, 401(k) with employer contributions, and equity opportunities.