About the Role
As a Customer Success Manager ,you will manage a large pooled book of customers using a one-to-many engagement model. Your success will be measured by retention, product adoption, and expansion signals, delivered through scalable programs such as webinars, lifecycle campaigns, in-app motions, and data-driven outreach.
This role is ideal for someone who enjoys operational execution, data-led decision-making, and customer education at scale.
Core Responsibilities
Customer Success at Scale
- Manage a pooled portfolio of SMB customers using a one-to-many engagement model
- Drive onboarding success, time-to-value, and ongoing adoption through scalable touchpoints
- Execute structured customer programs including:
- Group onboarding sessions and webinars
- Product adoption and feature-release campaigns
Retention & Churn Prevention
- Monitor health scores, usage patterns, and risk indicators across your customer pool
- Proactively intervene on at-risk accounts using playbooks and standardized workflows
- Partner with Support, Product, and Ops teams to resolve systemic churn drivers
Expansion & Commercial Support
- Identify expansion opportunities across tier upgrades, feature adoption, and usage growth through product signals and customer conversations
- Lead value-based expansion discussions for SMB customers using standardized pricing and playbooks
- Support renewal motions through education, value reinforcement, and risk mitigation
Operational Excellence
- Maintain accurate customer data, notes, and activity tracking in CRM and CS tools
- Contribute to playbook development, templates, and scalable CS processes
- Share insights on customer feedback, feature gaps, and adoption blockers
What We're Looking For
Experience
- 24 years of experience in Customer Success, Account Management, Support, or Onboarding in a B2B SaaS company
- Prior experience handling high-volume customer portfolios or scaled engagement models preferred
- Exposure to SMB customers and usage-based or tiered SaaS products is a plus
Skills
- Strong customer communication skillsclear, concise, and confident
- Comfort working with data, dashboards, and usage metrics
- Highly organized with the ability to manage many accounts simultaneously
- Process-oriented mindset with an interest in automation and scale
- Ability to work cross-functionally with Support, Sales, Product, and Ops
