Manager of Customer Success, SMB

📋 Description

• Retention and churn reduction: Own SMB net revenue retention, gross churn, and contraction. Build
• Coaching and team leadership: Hire, onboard, and scale a team of SMB CSMs. Build coaching programs
• Onboarding and time-to-live: Own how quickly new clinics and new locations go live. Streamline and
• Activation and adoption: Drive early product adoption across Vision, Voice, and RCM. Define
• Analytics-driven management: Own health scoring, risk signals, and the weekly operating cadence.
• AI-first operations: Build automations that replace manual work, such as call and training-session

🎯 Requirements

• 5+ years in customer success, account management, or SMB-focused SaaS, including 2+ years managing
• Experience running a high-volume SMB book where retention and adoption are won through process
• A track record of reducing churn and improving onboarding or activation metrics, including building
• Strong analytical skills. You can write or review SQL, build and interpret dashboards, and turn
• Hands-on AI fluency. You already use LLMs and automation to build workflows, review calls, and
• Experience with CRM and CS tools (Salesforce, Gainsight, or similar) and call intelligence or BI

🎁 Benefits

• Competitive Compensation and Equity
• Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build
• 401k plans with a matching program
• Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered
• Life and AD+D Insurance
• 8 weeks Paid Parental Leave