Pooled Customer Success Manager, SMB

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

📋 Description

• Oversee essential tasks such as onboarding, escalations, training resource delivery, risk management, and renewals for a shared portfolio of customers.

• Manage customer cases assigned through a round-robin system, ensuring prompt responses and resolutions while achieving high-quality results.

• Actively provide relevant resources and insights to assist customers in maximizing value and engagement while helping to mitigate risks.

• Utilize tools such as Salesforce to organize and prioritize tasks, ensuring that no cases are missed and that all workflows are documented appropriately.

• Collaborate with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer objectives and deliver comprehensive support.

• Offer feedback and contribute to the enhancement of processes to improve team efficiency and scalability.

• Keep accurate renewal and opportunity data in team dashboards to aid in retention and upsell opportunities, as well as maintaining an updated Dashboard of daily tasks and cases.

⛳️ Requirements

• A minimum of 1 year in a customer-facing position such as customer success, support, service, or sales, ideally within a B2B SaaS context.

• Demonstrated ability to manage a high volume of tasks or customers while remaining organized and efficient.

• Experience with CRMs like Salesforce and automation tools to optimize workflow.

• Outstanding prioritization and time management abilities.

• Strong, empathetic communication skills, with an awareness of the unique challenges faced by SMB customers.

• A positive, collaborative attitude, capable of navigating uncertainty and adapting to change.

• A commitment to quality, even when completing repetitive tasks.

• Familiarity with sales processes or recognizing upsell opportunities.

• Knowledge of platforms such as Marketo, Outreach, or similar tools.

• Proactively integrate AI tools into daily tasks to enhance productivity and expedite delivery.

🏝️ Benefits

• Home office stipend, reimbursement for phone and internet expenses, coworking membership.

• Opportunities for virtual and in-person team bonding (lunches, events, competitions).

• Competitive geo-neutral salary in the U.S.

• Annual evaluations to ensure fairness and alignment with market standards.

• Standardized bonus or commission structure.

• 401(k) plan with employer contributions.

• Opportunities for equity.

• Comprehensive medical, dental, vision, disability, and life insurance for employees and their dependents.

• 100% premium coverage for individuals enrolled in high-deductible plans.

• 24/7 Virtual Care and Employee Assistance Program.

• Employer-funded HSA contributions and additional pre-tax benefits.

• Quarterly wellness stipend and complimentary Headspace subscription.

• More than 4 weeks of PTO, alongside paid sick and mental health days.

• 13 paid holidays with the flexibility to exchange for personal days.

• Up to 16 weeks of fully paid parental leave.

• Clear pathways for internal mobility and promotions.

• Bi-annual performance assessments, team workshops, and leadership training opportunities.

• Unlimited access to Coursera and O’Reilly.

• Two additional PTO days each year dedicated to learning and development.

• A commitment to equity and the appreciation of diverse perspectives.

• An agile, founder-led company centered on collaboration and innovation.

• Trusted by over 3,000 companies globally.