Customer Success Manager, SMB

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, SMB based in United Kingdom.

This role is an opportunity to join a fast-paced, globally distributed organization shaping the future of work through modern employment infrastructure. You will own the end-to-end post sales journey for a portfolio of SMB customers, ensuring they successfully onboard, adopt, and scale within the platform. Acting as a trusted advisor, you will build strong relationships, monitor account health, and proactively prevent churn while identifying expansion opportunities. The environment is highly autonomous, async first, and data driven, requiring strong ownership and structured execution across a high volume book of business. You will collaborate closely with Sales and cross functional teams to align expectations, resolve issues, and continuously improve the customer experience. This is a role for someone who thrives in dynamic, global settings and enjoys combining operational rigor with meaningful customer impact.

Accountabilities

• Manage the full post sale customer lifecycle, including onboarding, adoption, operational reviews, renewals, and ongoing account health monitoring for SMB clients.
• Serve as a trusted advisor, building strong relationships and ensuring customers derive maximum value from the platform.
• Own churn mitigation end to end, proactively identifying risks and executing structured recovery and retention plans.
• Conduct regular business reviews (QBRs) and identify qualified upsell and cross sell opportunities, coordinating with Sales teams for follow up.
• Track account health metrics and maintain strong data hygiene across CRM and customer success systems to ensure accurate reporting.
• Collaborate cross functionally with Sales, Support, and Operations to resolve customer issues and align on expectations.
• Gather and translate customer feedback into actionable insights to improve product, processes, and customer experience.
• Leverage approved automation and AI tools to improve efficiency in account management, documentation, and customer communication.
• Maintain structured documentation of customer interactions, risks, and opportunities across the SMB portfolio.

Requirements

• Proven experience in Customer Success, Account Management, or similar customer facing roles, ideally managing a high volume SMB portfolio.
• Strong ability to manage 50+ accounts with consistency, resilience, and operational discipline.
• Experience independently owning churn prevention and retention strategies end to end.
• Strong commercial mindset with the ability to identify and drive expansion opportunities.
• Excellent communication skills in English, both written and spoken, with the ability to engage clearly with diverse stakeholders.
• Strong problem solving skills and ability to turn customer challenges into structured action plans.
• Experience working cross functionally with Sales and internal operational teams.
• High level of organization, attention to detail, and ability to manage competing priorities.
• Comfort using CRM systems and customer success platforms (e.g., Vitally or similar).
• Nice to have: experience with AI tools, automation workflows, or SaaS environments.

Benefits

• Competitive compensation package with performance based variable component (OTE structure).
• Fully remote, async first working environment.
• Flexible working hours allowing strong work life integration.
• Generous paid time off policy.
• 16 weeks of paid parental leave.
• Stock options as part of long term incentive alignment.
• Learning and development budget for continuous growth.
• Home office setup allowance and internet support.
• Global, distributed team culture across multiple continents.
• Mental health and employee wellbeing support services.
• Opportunities to work in a fast scaling global tech environment redefining employment solutions.