Manager – SMB Customer Success Managers

We are seeking a hands-on and customer-obsessed, Manager of SMB CSMs to lead and scale our team of SMB CSMs. In this role, you will be responsible for ensuring the success, retention, and growth of our SMB customers. You will mentor and develop a team of high-performing CSMs, create scalable processes, and partner cross-functionally to drive outcomes that align with customer goals and company objectives.

Key Responsibilities:

Team Leadership & Development

•   Hire, coach, and manage a team of SMB Customer Success Managers.
•   Provide regular feedback, performance evaluations, and development opportunities to enhance team capabilities.
•   Foster an engaged, positive, unified, high-performance, and customer-first culture.

Customer Strategy & Success

•  Ensure customers achieve their desired outcomes through the effective use of our platform.
• Oversee key account health, renewals, and growth strategies.
• Guide the team in developing strategic success plans, conducting business reviews, and identifying expansion opportunities.

Operational Excellence

• Standardize and improve customer success methodologies, playbooks, and processes.
• Define and track key metrics (e.g., NRR, churn, adoption, CSAT, NPS).
• Leverage tools and systems (e.g., Gainsight, Salesforce) to drive team efficiency and visibility.

Cross-functional Collaboration

• Partner closely with Sales, Product, Support, and Marketing to ensure a seamless customer journey.
• Act as the voice of the customer to inform product development and service enhancements.

Qualifications

• 5+ years of experience in Customer Success or Account Management in the B2B SaaS industry, with 3- 5+ years in a people management role.
• Proven track record of driving customer retention, growth, and satisfaction with large accounts (ACV - $70,000 +).
• Experience managing and scaling customer-facing teams in a fast-paced environment.
• Strong executive presence and experience engaging with C-level stakeholders.
• Exceptional communication, analytical, and organizational skills.
• Familiarity with CS tools (e.g., Gainsight, ChurnZero), CRM systems (e.g., Salesforce), and productivity tools.
• A bachelor's degree is preferred; an MBA or related advanced degree is a plus.