Customer Success Manager

About the Role

The Customer Success Manager, SMB is responsible for proactively identifying, engaging, and stabilizing customers who show early signs of adoption risk. This role focuses on preventing churn through structured outreach, consultative discovery, re-onboarding, and adoption recovery, ensuring customers realize sustained value from the products they’ve already purchased.

This is a highly process-driven role that blends customer-facing consultative work with disciplined case management and data-informed decision-making. Success is measured by adoption recovery, customer health improvement, and workflow execution.

What You’ll Do

Proactive Risk Identification & Qualification

• Manage a queue of Risk Mitigation tickets generated through automated workflows and internal referrals
• Validate eligibility based on adoption thresholds, customer needs, and willingness to engage
• Assess underutilized SKUs, usage vs. entitlements, and customer readiness for remediation
• Prioritize risk cases based on severity, impact, and urgency

Customer Engagement & Discovery

• Execute structured multi-touch outreach campaigns using HubSpot (email, calls, sequences)
• Conduct discovery calls to uncover root causes of product underutilization
• Build trust and credibility through empathetic, consultative conversations
• Clearly set expectations, agendas, and next steps with customers

Re-Onboarding, Training & Solutioning

• Deliver training, reimplementation, or optimization sessions tailored to customer workflows
• Configure tools and demonstrate best-practice usage across relevant features
• Develop and document success plans aligned to customer goals and daily operations
• Gain customer buy-in and commitment to adoption milestones

Adoption Monitoring & Follow-Up

• Monitor post-consultation usage through dashboards and reporting tools
• Proactively intervene if adoption stalls or regresses
• Adjust success plans based on usage trends and customer feedback
• Graduate customers once adoption milestones are achieved

Case Management & Documentation

• Maintain accurate and timely documentation in HubSpot across all required fields
• Log outreach, meetings, discovery findings, success plans, and closure summaries
• Ensure clean case closures with clearly defined outcomes and learnings
• Contribute to accurate reporting and visibility for leadership

What You’ll Bring

• 2+ years of experience in Customer Success, Account Management, Implementation, or Onboarding
• Strong discovery, communication, and consultative problem-solving skills
• Comfort engaging customers via phone, video, and written communication
• Experience working in structured workflows and CRMs (HubSpot preferred)
• Ability to analyze usage data and translate insights into action
• Strong time management and follow-through in a high-volume environment

Bonus Points For

• Experience in customer success, churn prevention, or adoption-focused roles
• SaaS or healthcare technology experience
• Familiarity with training, onboarding, or reimplementation motions
• Experience managing multiple concurrent customer cases