ContactMonkey is hiring a Manager, Customer Success - SMB

About the Role

This role involves managing a team responsible for the ongoing success of small and medium-sized business customers. The ideal candidate will combine leadership skills with a deep understanding of customer lifecycle management, using data and feedback to improve retention and satisfaction.

Responsibilities

• Lead and mentor a team of customer success professionals
• Develop strategies to improve customer onboarding and time-to-value
• Monitor key customer health metrics and drive interventions when needed
• Collaborate with sales and product teams to align customer needs with business goals
• Identify expansion opportunities within the SMB customer base
• Oversee the creation and delivery of customer success plans
• Ensure consistent communication with customers through regular business reviews
• Analyze customer usage data to proactively address risks and opportunities
• Drive renewal management processes for SMB accounts
• Champion customer feedback internally to influence product development
• Implement best practices for customer engagement and retention
• Manage customer escalations and coordinate resolution across teams
• Develop training materials and guidance for customer-facing teams
• Track and report on team performance and customer outcomes
• Support the refinement of customer segmentation models

Compensation

Competitive salary and benefits package

Work Arrangement

Hybrid work model

Team

Customer Success team focused on small and medium business clients

Why Join Us

• Opportunity to shape the customer success strategy for a growing SMB segment
• Work with a supportive team that values collaboration and innovation

What We Offer

• Comprehensive benefits package including health and dental coverage
• Flexible vacation policy and professional development support
• Remote-friendly culture with modern collaboration tools

Not specified