Overview of the Role

We are looking for an efficiency-driven SMB Customer Success Manager (CSM) to manage a high-volume portfolio of approximately 88 accounts.

In this role, you will be the master of "Scale-Touch" success, utilizing standardized playbooks and automation to ensure our SMB customers achieve maximum value. You will focus on driving milestone-based engagement, executing targeted interventions for risk and growth, and managing a volume-based expansion pipeline. You are not just a point of contact; you are an expert in efficiency, critical thinking, and execution.

Key Responsibilities

• Scaled Account Management: Execute the Customer Journey Framework across a large book of business, focusing on key milestones and targeted engagement. Use efficiency tools and AI to help you execute at a high level.

• High-Volume Meeting Cadence: Manage a rigorous schedule including 20 semi-annual Executive Business Reviews (EBRs) and 10 quarterly admin checks per month.

• Success Planning (MAPs): Develop and maintain templated, reusable Mutual Action Plans (MAPs) for every customer to ensure a clear path to value.

• Growth & Expansion: Qualify and generate volume-based expansion opportunities. You will be responsible for hitting an annual growth target through value-selling and opportunity qualification, and held to monthly performance standards.

• Retention & Risk Mitigation: Utilize monthly health tracking and "smoke signals" in usage data to implement remediation plans before they impact retention. Responsible for managing all contract renewals and leading negotiations for those renewals in your book of business with an emphasis on gaining multi-year commitments.

• Internal Collaboration & Reporting: Conduct quarterly readouts to CS Leadership on the pulse of your book and your growth strategy. Collaborate with Product and CS Ops to improve automation tools and segmentation playbooks.

Qualifications & Skills

• Experience: 2-3 years in Account Management or Customer Success within a SaaS environment.

• Efficiency & Time Management: Exceptional ability to prioritize tasks and manage a high-volume portfolio (88 accounts) without letting details slip.

• Technical Proficiency: Expert in CS automation tools, Salesforce pipeline management, and data-driven prioritization.

• Product Knowledge: Proficiency in basic and intermediate product features, with the ability to articulate "What Good Looks Like" to customers.

• Commercial Mindset: Proven track record of owning a revenue number, specifically in achieving growth and retention metrics in a high-volume environment.

• Clear Communication: Skilled in clear CTA (Call to Action) communication and milestone-based coaching to guide customers through the lifecycle.

Bonus Points

• HR Tech Experience: Previous experience with HR buyer personas and the HR tech lifecycle.

• Scaled Journey Expertise: Experience creating or executing automated customer journeys tailored to specific personas.