Senior Customer Success Manager, HoneyBook

• If you love turning customer outcomes into revenue outcomes, this role is for you
• Ownership & Initiative: You take pride in building and improving - designing programs, setting clear goals, and delivering results with minimal direction while collaborating openly across teams
• Commercial Mindset: You’re confident managing renewals and expansions in an SMB/MM environment, balancing business outcomes with genuine customer advocacy
• Customer Growth Focus: You know how to turn insights into action: driving feature adoption, accelerating time-to-value, and helping customers realize measurable success
• AI Confidence: You use AI tools thoughtfully to scale research, personalize communication, and streamline prep - always grounded in accuracy, privacy, and human connection
• 6 years of experience in Customer Success or Account Management, including work with SMB and Mid-Market customers
• You’ve managed a broad portfolio (around 100+ accounts) and understand how to balance scale with personal connection
• Direct experience owning renewals and expansions with measurable impact on NRR. You know how to identify opportunities, tell a strong value story, and close with confidence
• Design and refine customer programs: like onboarding tune-ups, adoption campaigns, or renewal prep - that deliver clear results and repeatable wins
• Set up lightweight forecasting systems, maintaining pipeline visibility, and tracking performance with accuracy and accountability
• Comfortability using CRM and CS platforms (Salesforce, HubSpot, Gainsight, ChurnZero, or similar) and experimenting with AI-assisted tools to improve insights and efficiency
• Startup/scale experience whether building a motion from 0→1 or helping scale from 1→10, and you bring structure, curiosity, and resilience to every phase of growth

Desirable

• We’re looking for a Sr Customer Success Manager - SMB/Mid-Market to design and run proactive customer success programs that measurably accelerate time-to-value, improve adoption, and drive net revenue expansion across a focused book of strategic SMB/MM customers
• As a senior builder-IC, you’ll own outcomes end-to-end: from onboarding and value realization to QBRs, renewals, and upsells while establishing the playbooks, instrumentation, and operating rhythm that can scale
• You’ll partner closely with Product, Growth, and Member Care to turn insights into repeatable motions and proof points for future team expansion
• Own a strategic SMB/MM book of business - driving customer success through adoption, renewals, and growth with strong retention and expansion results
• Deliver a standout onboarding experience that helps customers activate quickly and see value early
• Design and run proactive engagement programs (like onboarding tune-ups, adoption campaigns, and renewal prep) in partnership with our Digital Programs Lead: testing, iterating, and measuring what works
• Build a smart, efficient CS system powered by data and AI to forecast retention, create/maintain QBR templates, track health, and guide customer conversations; maintain clear dashboards and follow through on key milestones
• Grow your expansion pipeline and maintain disciplined forecasting and communication around opportunities and risks
• Champion customer advocacy by collaborating with our community team to turn success stories into references, reviews, and case studies
• Share insights that shape our product and growth strategy highlighting churn risks, feature gaps, and opportunities for improvement
• Document playbooks and best practices to scale what works and help pave the way for future CSMs