Customer Success Manager – SMB

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

📋 Description

• Manage a portfolio of approximately 40–50 SMB accounts from initiation to renewal.

• Act as the primary liaison for your accounts through Slack and our customer ticketing system.

• Promote customer health, adoption, and retention throughout your portfolio.

• Identify opportunities for upselling and expansion; proactively highlight accounts at risk.

• Oversee the complete customer onboarding process (with an average implementation timeline of 30 days).

• Configure marketplace listings across AWS, GCP, and Azure Marketplace.

• Establish co-sell workflows, integrate with CRMs (HubSpot, Salesforce), set up private offers (CPPO, RPOP), and implement automations.

• Conduct 4–5 customer calls each day, including kickoffs, check-ins, product demonstrations, and troubleshooting sessions.

• Provide 101 training sessions to familiarize customer teams with new features and workflows.

• Serve as the initial point of contact for all incoming customer inquiries via Slack and our customer ticketing system.

• Address issues by resolving them directly, involving Product Support for bugs, or creating Solutions Engineering requests in ClickUp.

• Introduce customers to new platform capabilities, such as funding portals, partner scoring, pipeline digests, and automations.

• Facilitate the renewal process and collaborate with Account Management to manage renewals.

• Keep detailed records of account notes, implementation steps, and health tracking in our customer ticketing system.

• Contribute to internal documentation, playbooks, and help center resources.

• Provide clear and comprehensive written responses to asynchronous customer inquiries.

• Engage in team syncs, CS biweekly meetings, and product feedback sessions.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Success, Account Management, or Technical Support, preferably within SaaS or cloud environments.

• Exceptional written and verbal communication skills in English.

• Strong organizational abilities, capable of managing 40–50 accounts concurrently.

• Comfortable working in a Slack-centric, asynchronous-first, fast-paced startup setting.

• Self-motivated individual who takes initiative without requiring extensive oversight.

• Keen attention to detail and a customer-centric approach.

• Availability to work the US overlap shift: 11pm–8am PHT (7am–4pm PST).

🏝️ Benefits

• Join a high-performing Customer Success team at a rapidly growing cloud marketplace company supported by leading venture capitalists.

• Full-cycle ownership of your accounts, relationships, and outcomes.

• Our mission is to deliver a consumer-like experience in B2B sales.

• Work with an outstanding team of individuals who have developed large-scale enterprise SaaS products at top firms (e.g., Google, Meta, Salesforce, Confluent) and high-growth startups (e.g., Workstream, Motive, Square).

• Well-funded with a long runway for growth.

• We maintain a fast-paced, flat organizational structure, avoiding hierarchy.