Customer Success Manager, SMB
$5,000–$150,000 year
RemoteIndia
Job Summary
Manage a portfolio of SMB customers by driving retention, growth, and profitability through proactive engagement, complaint resolution, and upsell/cross-sell activities. Collaborate with Sales and Training teams to optimize onboarding, reduce time to value, and implement success programs that maximize solution adoption. Serve as the primary voice of the customer by articulating value, analyzing feedback for product management, and developing processes to minimize churn. Engage at-risk accounts to resolve requests and expand revenue opportunities while maintaining strong relationships across diverse accounts. Support pilot customers and presales activities as needed to drive expansion.
Required Qualifications
- Must have recent experience in the software industry
- 3+ years' experience in customer success position
- Experience in driving adoption of technology across accounts
- Experience in understanding customers concerns
- Experience in managing a diverse portfolio and adapting approach for each client
- Proven understanding of value drivers in recurring revenue business models
- Excellent verbal and written communication skills
- Full professional proficiency in English
- Flexibility to support customers located in Australia
- Flexibility to cover portions of European working hours
Desired Qualifications
- Cloud and kitchen/bath experience
- Project management experience
- Passion for technology and for being a part of a fast-growing SaaS company
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
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