Manager of Customer Success, ContactMonkey

• 3+ years of experience in Customer Success, with a proven track record of informal leadership (mentoring, leading projects, or SME status)
• You don't just solve a problem once; you build a process so the problem doesn't happen again
• Ability to distill complex data into actionable insights for the Head of CS and SLT
• You have a passion for "doing more with less" through automation and smart segmentation
• You demonstrate a strong ability to think critically and solve problems independently. In this evolving leadership role, you’ll be resourceful and proactive, doing your own research and applying critical thinking before escalating issues

Desirable

• As the Manager of SMB, you will be the architect of our "Small and Medium Business" segment
• Reporting directly to the Sr. Director of Customer Success, you will oversee a team of Onboarding Specialists, Junior and Intermediate CSMs
• Your mission is to balance high-growth targets with operational efficiency, ensuring that our SMB customers receive a world-class experience through scalable, repeatable processes
• You aren't just managing people; you’re building the machine that drives retention and expansion at scale
• Team Leadership & Coaching:
• Lead, mentor, and develop a team of Onboarding Specialists and CSMs, focusing on their professional growth and daily performance
• Set clear KPIs for the team around GDR, NDR, and operational health
• Manage the internal pipeline and training for new SMB CSMs as the team scales
• Operational Efficiency:
• Build and refine "tech-touch" and "low-touch" workflows to prioritize retention and ensure no customer falls through the cracks
• Implement automations and playbooks to reduce manual workload
• Constantly evaluate the team’s BoB to ensure balanced workloads and maximum efficiency
• Growth & Retention Strategy:
• Accountable for the entire SMB segment’s retention and expansion target
• Identify trends in SMB churn and develop proactive "save" playbooks to mitigate risk
• Working with leadership to identify new expansion opportunities (upselling to new tier, longer term contracts, customer advocacy etc) to contribute to business growth and revenue generation
• Act as the "Voice of the SMB Customer" in cross-functional meetings with Product, Marketing, and Sales
• Reporting & Visibility:
• Provide accurate weekly and monthly forecasts of renewals and growth within the SMB segment
• Use existing tooling (SFDC, Pendo, Intel, Gong, etc.) to report on team productivity and customer health scores