First, What We’re Actually Doing

Role Overview

We're hiring an SMB Customer Success Manager (Eastern Time Zone) to join our growing CS team. You'll own a book of approximately 50–70 SMB accounts (up to $25K ARR per account, totaling 1M+ ARR), guiding customers through onboarding and driving adoption, engagement, and retention across the full customer lifecycle. This is a full-cycle role - you run kickoff calls, handle day-to-day support, and build long-term customer relationships. You'll be part of our scaled success motion: ~80% async communication (Slack responses, documentation) with targeted calls for high-impact moments.

What You’ll Own (for real)

• Account Ownership
  • Own a book of ~50–70 SMB accounts from kickoff through renewal
  • Be the primary point of contact for your accounts via Slack and our customer ticketing system
  • Drive customer health, adoption, and retention across your book of business
  • Identify upsell and expansion opportunities; proactively flag at-risk accounts
  • Ongoing Support & Success
    • Serve as first responder for all inbound customer questions via Slack and our customer ticketing system
    • Triage issues — resolve directly, loop in Product Support for bugs, or create Solutions Engineering requests in ClickUp
    • Proactively introduce customers to new platform capabilities: funding portals, partner scoring, pipeline digests, automations
    • Facilitate renewals and manage the renewal process in coordination with Account Management
    • Maintain detailed account notes and health tracking in our customer ticketing system
    • Knowledge Management & Scaled CS
      • Contribute to internal documentation, playbooks, and help center content
      • Respond to async customer questions with clear, thorough written guidance
      • Participate in team syncs, CS biweeklies, and product feedback sessions

Who We’re Looking For

• 3+ years in Customer Success, Account Management, or Technical Support — ideally in SaaS or cloud
• Strong organizational skills — ability to manage 50–70 accounts simultaneously
• Comfortable in a Slack-heavy, async-first, fast-paced startup environment
• Self-starter who takes ownership without heavy oversight
• High attention to detail and a customer-first mindset
• Available to work between 9am - 5pm Eastern Time

Nice to Have

• Experience with cloud marketplaces: AWS Marketplace, Google Cloud Marketplace, or Azure Marketplace
• Familiarity with ClickUp, Salesforce, HubSpot, or similar CS/CRM tools
• Background in technical implementations, product onboarding, or solutions engineering
• Prior experience at an early-stage startup or high-growth SaaS company

Why Join Us

• Own the full customer lifecycle: your accounts, your relationships, your results.
• Build something different: our mission is to bring a consumer-grade experience to B2B sales.
• Fast-growing team: ~70 people with hubs in SF and Vancouver.
• Work with a seriously strong team: people who’ve built at scale at Google, Meta, Salesforce, and Confluent, alongside high-growth startups like Workstream, Motive, and Square.
• Well-funded with plenty of runway: backed by leading VCs and positioned to keep building.
• We are a fast-moving flat org and avoid hierarchical structures.

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