Manager of SMB Customer Success

Join our team as the Manager of SMB Customer Success, where you will lead and grow our small but impactful SMB Customer Success team. In this player-coach role, you will design and operationalize a digital-first customer success motion, drive retention and expansion, and build a performance culture within your team. You will also be responsible for monitoring customer health signals, partnering with Account Managers to identify expansion opportunities, and building and maintaining dashboards for real-time visibility into team performance and customer health.

• Manage, coach, and develop a team of 2–3 SMB Customer Success Managers, building a performance culture grounded in clear metrics, regular feedback, and accountability.
• Design and operationalize a digital-first customer success motion that drives adoption, retention, and expansion across a high-volume SMB customer base, including building and optimizing automated lifecycle programs.
• Own Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets for the SMB segment, monitoring customer health signals and ensuring the team is proactively addressing risk before it becomes churn.
• Ability to think like a marketer: customer segmentation, lifecycle design, message sequencing, and engagement optimization
• Proven track record of building or optimizing a tech-touch or digital CS motion — not just operating within one
• Comfortable in a fast-paced, high-growth environment where the playbook is still being written
• US-based; no travel required
• 5+ years of experience in Customer Success, with at least 2 years in an SMB or scaled/digital motion environment
• 1–2+ years of people management experience, including coaching and developing CSMs
• Deep familiarity with CS platforms (Vitally, ChurnZero, Totango, or equivalent) and how to use automation to drive outcomes at scale
• Strong analytical mindset — comfortable in data, building dashboards, and making decisions based on leading indicators
• Experience owning GRR/NRR metrics at the segment level
• Experience in legaltech, professional services, or a vertical SaaS environment
• Familiarity with AI-powered products and helping non-technical users adopt new workflows
• Background in customer marketing, lifecycle marketing, or growth