SMB Customer Success Manager - Americas
Core
Create high-quality onboarding materials, documentation, and e-webinars for early-stage startup customers to enable independent product adoption and long-term retention.
Role type
SMB Customer Success Manager (Programmatic/Shared Inbox)
Builds
In-app onboarding experiences, foundational webinar series, recorded content, and retention best practices.
Domain
SaaS / Recruiting Technology
Deliverable
product features
Required skills
Customer-facing experience with complex SaaS products, problem-solving and troubleshooting, defining project scope independently, written and verbal communication, attention to detail, subject matter expertise
Preferred skills
Experience with tools like Zapier, HubSpot, or Acuity Scheduling, ability to work in a pooled 1:many customer model, proactive process improvement
Technologies
Amplitude, HubSpot, Zapier, Acuity Scheduling
Responsibilities
Manage a shared inbox for customer inquiries, conduct customer calls per SLAs, own medium and large operational projects, create onboarding documentation and webinars, implement retention best practices
Seniority
Mid-level, 2+ years experience