This isnt your typical CSM role and were not looking for a typical CSM.
Were searching for a strategic and creative Scale Customer Success Manager to own and build our entire SMB Success motion from the ground up. You will be the architect of how we engage, retain, and grow our thousands of SMB clients through smart automation, one-to-many education, and a deep understanding of customer behavior.
This role is foundational: your work will set the tone, structure, and impact of how we deliver value at scale. Youll define the playbooks, design the programs, and be a central voice in shaping how our customers succeed and how our company scales.
What Youll Own and Drive:
Build the SMB Success Engine: Own the post-sale journey for our SMB segment from onboarding to expansion using automation, lifecycle strategy, and high-leverage communication.
Design Scalable Engagement: Develop and execute one-to-many initiatives like email sequences, product tutorials, webinars, and self-serve training driving deep adoption and long-term retention.
Conduct multiple daily meetings with SMB clients and manage one-to-many customer success initiatives, including email sequences, webinars, video training, and automated outreach to maximize impact across our client base.
Educate, Empower, Enable: Make every customer feel like a power user. Turn complex features into simple workflows through smart guidance, intuitive resources, and proactive outreach.
Act on Data: Use customer data and behavioral insights to identify risks, opportunities, and churn signals and proactively intervene at scale.
Be the Voice of the Customer: Champion customer feedback (VOC) across the company, informing product direction, roadmap priorities, and feature design.
Cross-Functional Partner: Collaborate with Product, Marketing, Sales, and Support to continuously optimize the end-to-end customer experience and amplify customer value.
Drive Impact at Scale: Every initiative you build has the potential to reach thousands of customers. Youll play a critical role in making the gold standard in SMB success.
Requirements: What It Takes:
3+ years of customer success experience at a data-driven B2B SaaS. company dealing with multi-level stakeholders - Must.
Experience managing large-scale customer bases (SMB focus) with one-to-many engagement strategies - Must.
Proven experience and proficiency in customer engagement tools and CRMs (Hubspot, SalesForce or similar) and email automation platforms - Must.
Native level English - Must.
Excellent communication skills, with the ability to simplify complex topics and deliver impactful messaging across email, video, and webinars - Must.
Proven experience with extracting actionable insights from large data sets, create impactful visualizations, and tell compelling stories through data - Must.
Tech-oriented. Resourceful and out-of-the-box thinker who can work through problems and execute at a fast-growing company - Must.
Strong organizational skills, attention to detail, ability to prioritize and meet targets and commitments - Must.
Experience within the financial domain - advantage.
This position is open to all candidates.