Customer Success Manager – SMB
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Job Description
Customer Success Manager focused on relationship-building with SMB customers for Teramind's analytics platform. Driving product adoption, growth opportunities, and customer renewal processes.
Responsibilities:
- Serve as the primary point of contact for SMB customers, developing strong relationships and becoming a trusted advisor
- Guide new SMB customers through onboarding, ensuring they are set up for success and realize value as quickly as possible
- Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives
- Provide proactive and responsive support, addressing customer inquiries, helping troubleshoot issues, and collaborating with internal teams
- Leverage and contribute to Customer Success playbooks and processes to ensure consistent and scalable service across the SMB base
- Collect feedback and share insights with internal teams to influence product development and improve customer experiences
- Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention
- Identify opportunities for upsell and cross-sell within assigned customer accounts and work with Account managers to close the deal
- Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement
- Regularly engage with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals
- Deliver customer training sessions and enablement resources to ensure ongoing product success
- Maintaining the CRM up to date and completed
- Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction
Requirements:
- 2+ years in a B2B customer-facing role, preferably in Customer Success or Account Management
- Proven ability to manage a large volume of customer accounts while maintaining a high level of service and engagement
- Proven experience with HubSpot, showcasing strong CRM skills to manage customer relationships and optimize marketing
- Experience with ChurnZero to monitor engagement, analyze churn metrics, and enhance customer retention
- Ability to analyze customer data, identify trends, and take action to improve customer outcomes
- Experience with subscription renewal management
- Extreme attention to detail, time management and organizational skills
- Effective communication and teamwork skills
- Willingness to roll up your sleeves and understand the finer technical points of the product
- Ability to have high-stakes conversations with a variety of stakeholders
- Outstanding proficiency in spoken and written English, Portuguese and Spanish.
- Experience in the cybersecurity industry is a plus
Benefits:
- This is a remote job. Work from anywhere!
- Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
- Competitive salary
- Career growth opportunities
- Flexible paid time off
- Laptop reimbursement
- Ongoing training and development opportunities
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