SMB Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Develop high-quality onboarding materials, documentation, and e-webinars.

• Assist customers in becoming self-sufficient with our products.

• Provide support to customers through email and phone calls as necessary.

• Manage a portfolio of customers as the primary point of contact in the shared inbox.

• Participate in customer calls in accordance with Service Level Agreements (SLAs).

• Oversee medium and large projects that enhance team operations.

• Design an in-app onboarding experience utilizing Amplitude.

• Produce a series of live foundational webinars and recorded content.

• Integrate retention best practices into ongoing customer engagement initiatives.

• Collaborate long-term with customers to enhance revenue retention and implement best practices.

• Recognize outdated processes and suggest more efficient alternatives.

⛳️ Requirements

• Minimum of 2 years experience as a full-time SMB Customer Success Manager, Account Manager, or Program Manager.

• Over 2 years of customer-facing experience in support of a complex and rapidly changing product.

• Familiarity with advanced SaaS products like Zapier, HubSpot, and Acuity Scheduling.

• Capability to become a subject matter expert and product authority.

• Skill in defining problem scopes and developing comprehensive solutions both independently and collaboratively.

• Strong attention to detail.

• Excellent written and verbal communication abilities.

• Proficiency in communicating with a variety of user groups.

• A curious mindset and eagerness to explore customer use cases and workflows.

🏝️ Benefits

• 10-year exercise window for stock options.

• Unlimited Paid Time Off (PTO), with a recommendation of four weeks per year.

• Twelve weeks of fully paid family leave for employees in the US.

• Generous budget for equipment, software, and office furniture.

• $100 monthly education budget; higher-cost items like conferences covered with manager approval.

• Comprehensive health insurance for employees and their dependents in the US, with all premiums covered.