Pooled Customer Success Manager, SMB

📋 Description

• Onboard customers, manage escalations, train resources, mitigate risk.
• Renewals for a shared SMB book; drive retention.
• Handle cases via round-robin; ensure timely responses.
• Share insights to maximize value and engagement.
• Use Salesforce to manage tasks and document workflows.
• Partner with Support, AR, and Marketing for holistic help.

🎯 Requirements

• 1+ years in a customer-facing role in B2B SaaS
• Manage high volumes while staying organized
• Experience using Salesforce and automation tools
• Empathetic communication with SMB customers
• Familiarity with Marketo or Outreach
• Knowledge of sales processes or upsell opportunities

🎁 Benefits

• Fully distributed remote team
• Home office stipend and internet reimbursement
• Virtual and in-person team bonding
• Geo-neutral pay in US; competitive elsewhere
• 401(k) with employer contributions
• Equity opportunities