Manager, Customer Success (SMB & Mid-Market) - Remote

Overview

The Manager of Customer Success for SMB and Mid-Market segments will lead a high-performing team of Customer Success Managers, focusing on proactive customer engagement and retention strategies.

In Short

• Lead a team of Customer Success Managers for SMB and Mid-Market.
• Focus on coaching and developing team members.
• Manage customer retention metrics such as NRR and GRR.
• Refine operational strategies for customer success.
• Collaborate with Sales and Engineering teams.
• Utilize data to drive insights and improve customer experience.
• Participate in hiring and onboarding new CSMs.
• Design success playbooks for customer engagement.
• Engage in regular travel for team collaboration.
• Emphasize a culture of intentional connection and teamwork.

Requirements

• 5+ years in B2B SaaS Customer Success.
• 2+ years of direct people management experience.
• Proven track record in managing multiple customer segments.
• Ability to coach and develop high-performing teams.
• Experience with data analysis in customer success platforms.
• Strong communication skills for stakeholder engagement.
• Understanding of Time-to-First-Value (TTFV) frameworks.
• Agility to adapt to changing customer needs.
• Experience in building onboarding and engagement flows.
• Ability to translate complex product value into relatable outcomes.

Benefits

• Flexible remote work options.
• Competitive base salary.
• Generous Paid Time Off.
• Comprehensive health benefits.
• 401(k) retirement savings plan with employer match.
• Support for continuing education and professional development.
• Home office setup bonus after one year.
• Wellness benefits to support mental and physical health.
• Team-building activities and a collaborative work environment.
• Commitment to diversity and inclusion in the workplace.