Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business
Handle customer cases assigned via a round-robin system, ensuring timely responses and resolution while maintaining high-quality outcomes
Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk
Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively
Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support
Share feedback and contribute to refining processes to enhance team efficiency and scalability
Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities as well as maintaining a clean and updated Dashboard of daily tasks and cases

1+ years in a customer-facing role such as customer success, support, service or sales, preferably in a B2B SaaS environment
Proven ability to manage high volumes of tasks or customers while staying organized and efficient
Experience using CRMs like Salesforce and automation tools to streamline work.
Exceptional prioritization and time management skills
Strong, empathetic communication, with an understanding of SMB customers’ unique challenges
Positive, collaborative mindset, with the ability to navigate ambiguity and adapt to change
Commitment to quality, even when performing repetitive tasks
Familiarity with sales processes or identifying upsell opportunities
Knowledge of tools like Marketo, Outreach, or similar platforms
Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery

Home office stipend, phone and internet reimbursement, coworking membership
Virtual and in-person team bonding (lunches, events, competitions)
Competitive geo-neutral pay in the U.S.
Annual reviews to ensure equity and market alignment
Standardized bonus or commission structure
401(k) with employer contributions
Equity opportunities
Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents
100% premium coverage for individuals on high-deductible plans
24/7 Virtual Care and Employee Assistance Program
Employer-funded HSA contributions and other pre-tax benefits
Quarterly wellness stipend and free Headspace subscription
4+ weeks of PTO, plus paid sick and mental health days
13 paid holidays with the option to swap for personal days
Up to 16 weeks of fully paid parental leave
Transparent pathways for internal mobility and promotion
Bi-annual performance reviews, team workshops, and leadership training
Unlimited access to Coursera and O’Reilly
2 additional PTO days annually for learning and development
Commitment to equity and valuing diverse perspectives
Agile, founder-led company focused on collaboration and innovation
Trusted by 3,000+ companies worldwide

Pooled Customer Success Manager, SMB

Key skills