Customer Success Manager, SMB

This is a fully remote position, open to applicants in Europe.

📋 Description

• Manages the complete post-sales customer lifecycle for a substantial SMB portfolio that includes Payroll, EOR, and related products.

• Executes the standard post-sales process from start to finish with a strong focus on operational excellence - including proactive engagement, customer adoption, and systematic churn-risk management - while collaborating closely with Sales on renewal opportunities and signs of expansion.

⛳️ Requirements

• Experience in Customer Success or Account Management within complex B2B SaaS (Payroll experience preferred) or similar customer-facing roles.

• Excellent written communication skills and adept at stakeholder management (including agendas, follow-ups, and capturing decisions).

• Capability to recognize churn risks early and implement structured plans for mitigation.

• Proficiency in coordinating across various teams and product lines (Sales, Implementation, Support, Product, and Operations).

• Maintains consistent CRM and Vitally hygiene as the system of record (Single Source of Truth).

• Leverages AI as a supportive tool for preparation, synthesis, and drafting, ensuring validation against source-of-truth documents before dispatching any communications.

• Fluent in both written and spoken English.

🏝️ Benefits

• Work from anywhere.

• Flexible paid time off.

• Flexible working hours (we operate asynchronously).

• 16 weeks of paid parental leave.

• Access to mental health support services.

• Stock options available.

• Learning budget provided.

• Home office budget and IT equipment covered.

• Budget allocated for local in-person social events or co-working spaces.