Customer Success Manager, SMB (SaaS)

Location: Candidates must permanently and currently reside in the United States

Salary: $48,000 per year; average on-target earnings of approximately $67,200 per year, plus equity.

Company

A SaaS company providing a photo documentation and productivity app for commercial and home-services contractors.

What you will do

• Manage a portfolio of customers and proactively monitor account health and product adoption.
• Educate customers on product features, best practices, and product updates.
• Identify at-risk accounts and execute retention strategies to reduce churn and downgrades.
• Guide customers through renewals and address continuation concerns.
• Partner with Account Managers to identify and qualify expansion opportunities such as add-ons and increased usage.
• Advocate for customer needs internally and contribute to training resources.

Requirements

• Experience in a customer-facing role, ideally in a SaaS environment.
• Strong written and verbal communication skills for leading customer conversations.
• Ability to work independently while managing a book of business.
• Empathy, customer-first thinking, problem-solving, and strategic thinking.
• Ability to identify trends and opportunities through customer usage and feedback.
• Bachelor’s degree in Business Administration or Communications preferred.

Culture & Benefits

• Salaried position with meaningful equity.
• Laid-back, hardworking, genuine, and collaborative work environment.
• Focus on respect, inclusion, continuous learning, and growth.
• Equal-opportunity workplace that values ideas and contributions from diverse backgrounds.