Job description
About the Role As a Customer Success Manager ,you will manage a large pooled book of customers using a one-to-many engagement model. 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 2–4 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 skills—clear, 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 Show less [{"type":"similar_search","href":"https://www.linkedin.com/jobs/lead-account-manager-jobs","label":"Empleos de Gerente de cuentas líd...
