Manager, CSM (SMB)

Remote (United States)

Employment Type

Full Time

Compensation

$85,000 – $105,000 per year

About the Role

This opportunity is for a Customer Success Manager responsible for leading strategy and execution across a large SMB customer segment. The role focuses on designing scalable, digital-first engagement models that drive adoption, retention, and expansion across a high-volume customer base.

This position combines strategic planning with hands-on leadership, including managing a team of Customer Success professionals and building systems that deliver consistent customer outcomes at scale.

What You’ll Do

• Design and refine a scalable, digital-first customer journey using a combination of automation, live engagement, and community-driven programs.
• Own retention, customer health metrics, and expansion performance across a large SMB portfolio.
• Lead and coach a team of Customer Success Managers to deliver high-quality outcomes at scale.
• Partner with operations and marketing teams to develop repeatable playbooks and automated engagement strategies.
• Build systems that proactively identify risk signals and highlight expansion opportunities.
• Use customer usage data and engagement insights to continuously test and improve customer success strategies.
• Collaborate with product and sales teams to ensure alignment between customer needs and business objectives.
• Drive continuous improvement of customer lifecycle management and engagement models.

Qualifications

• 3+ years of experience in Customer Success or Account Management within a SaaS environment.
• 2+ years of experience in people leadership, including managing and developing Customer Success teams.
• Proven experience managing or designing programs for high-volume customer portfolios.
• Strong understanding of customer lifecycle management and journey mapping.
• Experience building and executing scalable engagement strategies, including automation and digital programs.
• Ability to use customer data and product usage insights to prioritize outreach and manage risk.
• Strong cross-functional collaboration skills across product, sales, and marketing teams.
• Strategic mindset combined with strong operational execution skills.

What This Role Offers

• Opportunity to build and scale customer success programs in a high-growth environment.
• Influence over customer strategy, engagement models, and operational processes.
• Flexible remote work environment with full support for home office setup.
• Comprehensive healthcare coverage including medical, dental, and vision.
• Retirement savings plan with employer matching.
• Paid parental leave and increasing PTO based on tenure.
• Company holidays and additional personal days.
• Equity participation and wellness reimbursement programs.