Manager, Customer Success (SMB)

📋 Description

• Hire, onboard, and develop SMB CS Managers.
• Coach CSMs on proactive outreach, data interpretation, and conversations.
• Conduct regular 1:1s, reviews, and performance conversations.
• Build a culture of urgency, ownership, and continuous improvement.
• Own and improve playbooks, workflows, and tooling for 150 accounts.
• Define and monitor KPIs: CDR, GRR, time-to-value, adoption, renewal, expansion.

🎯 Requirements

• 5+ years in B2B SaaS CS with >=2 years leading a CS team.
• Experience with high-volume, scaled CS motions and large portfolios.
• Strong data literacy; interpret metrics and coach the team.
• Proven track record of hitting NRR/GRR targets as a leader.
• Experience in sales tech or outbound sales; CS tooling (Gainsight, Totango, ChurnZero) and sales stack (HubSpot, Salesforce, Outreach).
• Excellent communicator; builder mentality; comfortable in fast-paced early-stage environments.

🎁 Benefits

• Equity
• Generous perks
• Comprehensive benefits