[Hiring] SMB Customer Success Manager @WorkTango

Role Description

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.

Key Responsibilities

• 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.
• Manage a rigorous schedule including 20 semi-annual Executive Business Reviews (EBRs) and 10 quarterly admin checks per month.
• Develop and maintain templated, reusable Mutual Action Plans (MAPs) for every customer to ensure a clear path to value.
• Qualify and generate volume-based expansion opportunities.
• Responsible for hitting an annual growth target through value-selling and opportunity qualification, and held to monthly performance standards.
• 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.
• 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

• 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.