Customer Success Manager SMB
Core
Own retention and expansion of a large portfolio of B2B SaaS SMB accounts using digital-first, programmatic touch points and AI tooling.
Role type
Senior Customer Success Manager (SMB)
Builds
Scaled customer engagement programs, renewal and upsell pipelines, and cross-functional GTM strategies.
Domain
B2B SaaS, Customer Success, Sales Operations
Required skills
B2B SaaS Customer Success, Account Management, Renewal & Upsell strategy, Programmatic engagement design, CRM data management, Cross-functional collaboration, Playbook creation, Commercial growth ownership
Preferred skills
Building CS processes from scratch, Marketing automation experience, Engaging technical buyers, AI tool proficiency
Technologies
CRM, Marketing automation tools, AI tools
Responsibilities
Manage large portfolio of B2B SaaS accounts via digital programs; Design and execute one-to-many engagement campaigns; Own renewals and lead upsell/cross-sell conversations; Build activation sequences and engagement templates; Aggregate customer signals to inform product strategy; Maintain accurate CRM data and renewal timelines.
Seniority
Mid-Senior, hands-on IC