Customer Success Manager (SMB)

We’re looking for a Customer Success Manager (CSM) to manage and grow our Scaled SMB customer base. As a CSM, you will be responsible for building strong relationships with our customers and driving successful outcomes at scale. You will work to ensure customer satisfaction, retention, and expansion, utilizing digital Customer Success (CS) methodologies to efficiently manage a large portfolio of accounts.

This is a great opportunity for someone who thrives in fast-paced environments and has experience managing large books of business using scalable and digital-first strategies.

Responsibilities:

• Manage and scale a large portfolio of SMB customers to ensure their success with ActivTrak products and services.
• Leverage digital customer success methodologies to deliver proactive and automated support, including customer onboarding, product adoption, and usage optimization.
• Be the main point of contact for customer questions and issues, ensuring a timely resolution by working cross-functionally with support, product, and sales teams.
• Monitor customer health metrics to identify at-risk customers and proactively engage with them to drive retention.
• Conduct business reviews and success planning sessions to understand customer goals, align with business outcomes, and deliver strategic value.
• Drive customer expansion and upsell opportunities by identifying new use cases and advocating for additional products and features.
• Collaborate closely with sales to ensure smooth customer handoffs and to provide insights into potential growth opportunities.
• Maintain and improve internal documentation, playbooks, and templates to scale the digital-first customer success experience.
• Advocate for customers by providing product feedback and insights to our product and engineering teams.

Requirements

• 2+ years of experience in Customer Success or related roles, with a focus on managing a scaled book of business for SMB customers.
• Proven ability to manage large numbers of customer accounts effectively using digital CS tools and methodologies.
• Experience driving retention, upsells, and renewals within a scalable model.
• Excellent communication and interpersonal skills with the ability to build strong relationships across stakeholders.
• Ability to analyze customer data to make informed decisions and optimize account performance.
• Strong problem-solving skills and a proactive, solution-oriented mindset.
• Passionate about helping customers achieve success and value from software solutions.

Benefits

Work environment: 

• Position is remote within US 
• Minimal travel 
• Limited physical demands 

This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company. If you have a proven …