Customer Success Manager, SMB

Role Overview

About the RoleAs a Customer Success Manager for SMB, you’ll operate as an individual contributor responsible for the growth and retention of a defined customer portfolio. Your focus will be on building strong relationships, driving adoption, and identifying opportunities to expand accounts while proactively reducing churn. You’ll serve as a trusted advisor, ensuring customer satisfaction, managing escalations, and consistently delivering on revenue goals.

Essential ResponsibilitiesCustomer Growth & Retention

• Drive revenue growth by promoting adoption of PrePass’ industry-leading solutions, including ByPass and Tolling.
• Proactively engage an assigned customer portfolio to communicate value, increase usage, and identify expansion opportunities.
• Consult with customers on best practices to maximize ROI and improve operational efficiency.
• Execute targeted campaigns to increase awareness of new services, key initiatives, and relevant market trends.

Customer Advocacy & Account Management

• Safeguard monthly recurring revenue by serving as a strong advocate for customer needs and priorities.
• Act as a trusted advisor and escalation point to ensure high levels of customer satisfaction and retention.
• Build and maintain strong, long-term relationships with SMB owners and executive-level stakeholders.

Cross-Functional Collaboration & Reporting

• Collaborate with internal teams—including Support, Billing, and other stakeholders—to ensure seamless customer experiences.
• Maintain accurate, timely, and detailed records of customer interactions and activities within PrePass’ CRM and related tools.

Requirements

Qualifications

• 4+ years of experience in a B2B SaaS Customer Success and/or Customer Support role preferred
• Bachelor’s degree or equivalent business experience.
• Strong customer-centric mindset with excellent written and verbal communication skills.
• Ability to develop and articulate compelling value propositions.
• Solid business acumen and executive presence, with comfort engaging SMB owners and senior leaders.
• Proficiency in Microsoft Office Suite.
• Ability to thrive in a fast-paced environment with strong organizational and multitasking skills.
• Exceptional presentation and negotiation capabilities.
• Bilingual in English and Spanish preferred.
• Experience in Transportation and Logistics (preferred, not required).
• Minimal travel required. Preference for candidates based in Phoenix, Salt Lake City, or Chicago; remote flexibility available.

Tech Stack

• SaltStack

Benefits

How We Will Take Care of You

• Robust benefit package that includes medical, dental, and vision that start on date of hire.
• Paid Time Off, to include vacation, sick, holidays, and floating holidays.
• Paid parental leave.
• 401(k) plan with employer match.
• Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
• Tuition Reimbursement Program.
• Voluntary benefits, to include but not limited to Legal and Pet Discounts.
• Employee Assistance Program (available at no cost to you).
• Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
• Community Give-Back initiatives.
• Culture that focuses on employee development initiatives.
• Company-wide bonus and commission plans.