Associate Customer Success Manager SMB (On-site)
Core
Managing a high-volume portfolio of small business (SMB) customers to drive product adoption, engagement, and gross revenue retention (GRR) as the primary post-sale point of contact.
Role type
Associate Customer Success Manager (SMB)
Builds
Customer relationships and retention outcomes for SMB accounts
Domain
SaaS / AI-powered marketing solutions
Required skills
Customer relationship management, high-volume account management, retention strategy, product activation, risk monitoring, cross-functional collaboration, CRM documentation, renewal negotiation
Preferred skills
SMB customer experience, SaaS environment familiarity, CRM and health tools proficiency, retention process knowledge
Technologies
CRM systems, digital engagement platforms
Responsibilities
Managing a high-volume portfolio of SMB customers, Executing the defined customer engagement model, Owning the customer relationship and acting as the primary point of contact, Driving product activation and early adoption, Monitoring customer health signals and identifying potential churn risks, Escalating risks and coordinating issue resolution, Owning retention activities and partnering with Sales on renewals, Identifying expansion opportunities, Conducting scalable outreach campaigns, Documenting interactions in CRM, Partnering cross-functionally with Implementation, Support, Product, and Sales
Seniority
Individual Contributor, 3+ years experience