Customer Success Manager - SMB

Balto builds AI tools for contact centers. The Customer Success Manager - SMB manages a portfolio of small and midsize business customers, supporting adoption, retention, renewals, and account growth through customer relationships and scaled engagement.

Responsibilities:

• Build strong relationships with customers and key stakeholders
• Lead ongoing customer communications, including check-ins, business reviews, and renewal conversations, using a mix of one-to-one conversations and automated, scaled outreach
• Develop a clear understanding of each customer's goals, needs, and success metrics
• Run automated customer plays in our customer success platform for onboarding, adoption, and re-engagement, and step in personally when an account needs it
• Use AI tools to draft, review, and personalize customer emails, in-app messages and other customer engagements so every message still sounds like it came from you
• Contribute to and help run our scaled programs, including a weekly tips email, live office hours, and a customer community
• Spot patterns across your book and suggest new plays, content, or automations that help many customers at once
• Support new and existing customers with resources, guidance, and best practices
• Identify opportunities to increase product adoption and usage across customer teams
• Help customers measure and communicate Balto's value, including ROI and performance impact
• Partner with internal teams to ensure customers have what they need to be successful
• Own the contract renewal process for your portfolio, including timelines, customer alignment, and execution
• Identify and pursue opportunities to expand accounts through additional licenses and product add-ons
• Propose pricing, product expansions, and terms for existing customers in partnership with internal stakeholders
• Proactively identify customer risks, roadblocks, and adoption challenges, using AI-driven health scores and signals to catch them early
• De-escalate issues and coordinate solutions to keep customers on track
• Track customer health, usage, and engagement to prevent churn and improve outcomes

Requirements:

• You're an empathetic, organized, and driven customer success professional
• Thrive on building trust and strong customer relationships
• Enjoy solving problems and removing obstacles for customers
• Are proactive, organized, and comfortable managing a large portfolio of accounts
• Get excited about using AI and automation to do more for customers, not less
• Love connecting customer goals to measurable outcomes and ROI
• Can balance customer advocacy with business needs like renewals and expansion
• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role
• Experience managing SMB or mid-market customer relationships, ideally in a scaled or tech-touch model
• Strong written and verbal communication skills
• Strategic and detail-oriented thinking style
• Strong organization and time management skills
• Ability to analyze customer usage data and identify trends
• Hands-on experience using AI tools (such as Claude or ChatGPT) in your daily work
• Experience building or running automated playbooks in a customer success platform such as ChurnZero, Gainsight, or similar
• Experience with change management and adoption initiatives
• Working knowledge of Excel and comfort with basic data analysis
• Empathetic, customer-first mindset with a passion for delivering value