Manager, CSM – SMB

Job Description:

• Architect the Scaled Journey: Design and refine a digital-first customer journey that blends automated triggers, live workshops, and community-led programming.
• Drive Growth Metrics: Take full accountability for retention, health scores, and expansion revenue across the SMB portfolio.
• Lead & Coach: Manage a team of four CSMs, coaching them to execute at scale while maintaining a high standard for customer outcomes.
• Operationalize Success: Partner with CS Ops and Marketing to build repeatable playbooks and automated touchpoints that identify risk early and surface expansion signals.
• Data-Driven Iteration: Use product usage and engagement data to continuously "A/B test" our success motions and improve efficiency.
• Cross-Functional Influence: Collaborate with Product and Sales to ensure the SMB voice is heard and that our digital-first motions align with the overall company roadmap.

Requirements:

• 3+ years of experience in Customer Success or Account Management within a SaaS environment, preferably with direct SMB experience
• 2+ years of people leadership experience, with a track record of coaching and developing high-performing CSMs
• Proven success managing or designing programs for a high-volume book of business while consistently driving customer health and retention metrics
• Experience building and executing 1:many engagement strategies, including automation, digital campaigns, webinars, and office hours
• Strong understanding of customer journey mapping and lifecycle management
• Comfort using customer data and usage signals to prioritize outreach and proactively manage risk
• A strategic mindset balanced with operational rigor, you can design the system and ensure it runs
• Exceptional cross-functional collaboration skills and the ability to influence across teams.

Benefits:

• Employer-paid health insurance (including dependent coverage)
• An employer-matched 401K retirement savings program from day 1
• Paid Parental Leave
• Stock options
• Health + wellness reimbursements
• PTO that increases each year
• 16 paid holidays, including your birthday!
• Fully remote work with provided tools and equipment

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