Customer Success Manager, Tiered SMB

As a Tiered SMB Customer Success Manager, your mission is to build strong relationships with our small and medium-sized business customers, ensuring they achieve maximum value from our products while fostering a collaborative and proactive approach to their success. This is a fantastic opportunity for someone who thrives in a fast-paced environment, is eager to learn, and enjoys working cross-functionally to solve problems and create impactful solutions. You will drive user engagement and maximize product adoption through proactive renewal strategies. You will proactively share relevant resources and insights to help customers maximize value, increase engagement, mitigate risk, and drive growth. This includes managing customer lifecycle from onboarding through renewal for small and emerging accounts and utilizing CRM tools like Salesforce to manage tasks and workflows. The role involves collaborating across teams to ensure a smooth customer journey and developing a deep understanding of customers' business objectives. Success in this role will be measured by Gross Revenue Retention (GRR), Net Revenue Retention (NRR), achievement of upsell and expansion goals, and overall account health and engagement metrics. We are looking for someone with 1+ years in a customer-facing role, proven ability to manage a high volume of tasks, experience using CRMs like Salesforce, and strong empathetic communication skills.