Manager, Customer Success (SMB)
$200,000–$220,000 year
RemoteUnited States or San Francisco, California, United States
Job Summary
Lead and scale the SMB Customer Success team by hiring, coaching, and developing managers who own portfolios of 150 accounts across onboarding, renewals, and upsells. Build playbooks, workflows, and tooling to manage high-velocity operations while monitoring KPIs like CDR, GRR, and adoption rates. Serve as the senior point of contact for escalations and drive retention targets through data-driven health systems and early warning mechanisms. Translate churn signals and usage patterns into actionable product feedback for internal stakeholders. Partner with RevOps and Sales to align expansion motions and ensure the team has the reporting and automation needed to operate at scale.
Required Qualifications
- 5+ years of Customer Success experience in B2B SaaS
- at least 2 years managing or leading a CS team
- Experience with high-volume, scaled CS motions
- Strong data literacy
- Proven track record of hitting or exceeding NRR/GRR targets as a team leader
- Excellent communicator
- A builder mentality
- Comfortable operating in a fast-paced, early-stage environment
Desired Qualifications
- Experience in the sales tech or outbound sales space
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