Customer Success Manager - SMB

Role Overview

We're hiring an SMB Customer Success Manager (Eastern Time Zone) to join our growing CS team. You'll own a book of approximately 50–70 SMB accounts (up to $25K ARR per account, totaling 1M+ ARR), guiding customers through onboarding and driving adoption, engagement, and retention across the full customer lifecycle.
 
This is a full-cycle role - you run kickoff calls, handle day-to-day support, and build long-term customer relationships. You'll be part of our scaled success motion: ~80% async communication (Slack responses, documentation) with targeted calls for high-impact moments.

What You’ll Own (for real)

Account Ownership
Own a book of ~50–70 SMB accounts from kickoff through renewal
Be the primary point of contact for your accounts via Slack and our customer ticketing system
Drive customer health, adoption, and retention across your book of business
Identify upsell and expansion opportunities; proactively flag at-risk accounts
Ongoing Support & Success
Serve as first responder for all inbound customer questions via Slack and our customer ticketing system
Triage issues — resolve directly, loop in Product Support for bugs, or create Solutions Engineering requests in ClickUp
Proactively introduce customers to new platform capabilities: funding portals, partner scoring, pipeline digests, automations
Facilitate renewals and manage the renewal process in coordination with Account Management
Maintain detailed account notes and health tracking in our customer ticketing system
Knowledge Management & Scaled CS
Contribute to internal documentation, playbooks, and help center content
Respond to async customer questions with clear, thorough written guidance
Participate in team syncs, CS biweeklies, and product feedback sessions

Who We’re Looking For

• 3+ years in Customer Success, Account Management, or Technical Support — ideally in SaaS or cloud
• Strong organizational skills — ability to manage 50–70 accounts simultaneously
• Comfortable in a Slack-heavy, async-first, fast-paced startup environment
• Self-starter who takes ownership without heavy oversight
• High attention to detail and a customer-first mindset
• Available to work between 9am - 5pm Eastern Time

Nice to Have

Experience with cloud marketplaces: AWS Marketplace, Google Cloud Marketplace, or Azure Marketplace
Familiarity with ClickUp, Salesforce, HubSpot, or similar CS/CRM tools
Background in technical implementations, product onboarding, or solutions engineering
Prior experience at an early-stage startup or high-growth SaaS company

Why Join Us

• Own the full customer lifecycle: your accounts, your relationships, your results.
• Build something different: our mission is to bring a consumer-grade experience to B2B sales.
• Fast-growing team: ~70 people with hubs in SF and Vancouver.
• Work with a seriously strong team: people who’ve built at scale at Google, Meta, Salesforce, and Confluent, alongside high-growth startups like Workstream, Motive, and Square.
• Well-funded with plenty of runway: backed by leading VCs and positioned to keep building.
• We are a fast-moving flat org and avoid hierarchical structures.