Customer Success Manager
About the role:
The Customer Success Manager - SMB is responsible for building and maintaining strong, long-lasting relationships with our SMB clients, ensuring they receive maximum value from products and services. This role involves working closely with clients to understand their business goals, providing tailored success plans, and driving adoption, retention, and overall customer satisfaction. The SMB CSM will act as the main point of contact for their book of business, proactively addressing their needs, troubleshooting issues, and optimizing their use of products and services.
What You'll Do:
● Document customer interactions, success stories, and escalations in CRM or customer success platform.
● Guide new SMB customers through the onboarding process, ensuring smooth implementation and product adoption.
● Identify at-risk customers and work to resolve any issues through effective communication, problem-solving, and personalized success plans.
● Conduct regular business reviews with customers to ensure they are realizing value from the product, discuss successes, and identify new opportunities.
● Implement customer success programs that increase engagement, product adoption, and retention.
● Troubleshoot escalations, coordinate with internal support or technical teams to provide timely solutions.
● Work closely with the Account Management team to facilitate and support expansion opportunities within existing accounts.
● Present tailored solutions and success plans that align with customer business objectives, helping them grow and maximize the value of their investment.
● Monitor and report on the status of at-risk accounts and retention efforts, ensuring timely action is taken to mitigate churn
● Contribute to the development of standard operating procedures and playbooks for customer success.
● Coordinate with Marketing and Sales to help create case studies, product reviews, and references.
● Advocate for customer needs and serve as a liaison between the customer and internal teams.
What You'll Need:
● Must have 3+ years in customer success, account management, or similar client-facing role, preferably within a SaaS or technology environment.
● Excellent communication skills, both written and verbal, with the ability to clearly articulate complex concepts to non-technical audiences.
● Active listening skills, with a strong ability to empathize with customers, understand their pain points, and offer effective solutions.
● Ability to lead customer meetings, webinars, and working sessions confidently.
● Analytical mindset, capable of interpreting data and customer feedback to drive customer success initiatives and identify upsell or retention opportunities.
● Comfortable working with Salesforce to track customer interactions, monitor health scores, and report on progress.
● Familiarity with customer success frameworks (CSM lifecycle, customer journey mapping)