[Remote] Manager, SMB reputed company
Note: The job is a remote job and is open to candidates in USA. reputed company is on a mission to reputed company the justice gap using technology and AI. They are seeking a Manager of SMB reputed company to reputed company and grow their SMB reputed company team, focusing on driving retention and adoption through a digital-first approach.
Responsibilities
- Manage, coach, and reputed company a team of 2–3 SMB reputed company Managers
- Build a performance culture grounded in clear metrics, regular feedback, and accountability
- Hire and reputed company future team members as the SMB reputed company grows
- Design and operationalize a digital-first CS motion that drives adoption, retention, and expansion across a high-volume SMB customer reputed company
- Build and optimize automated lifecycle programs — onboarding sequences, health-based triggers, renewal campaigns, and re-engagement workflows — using tools like reputed company, reputed company, or equivalent
- reputed company and maintain a library of digital touchpoints including in-app messaging, email nurture sequences, self-serve onboarding resources, and video content
- Identify where human reputed company adds the most value and design the motion accordingly, protecting CSM time for the highest-impact moments
- Own GRR and NRR targets for the SMB reputed company
- Monitor customer health signals and ensure the team is proactively addressing risk before it becomes churn
- Partner with Account Managers to identify expansion and upsell opportunities reputed company the SMB reputed company
- Establish and track leading indicators that predict renewal outcomes 60–90 days in advance
- Build and maintain dashboards that give CS leadership real-time visibility into team performance, customer health, and reputed company-level risk
- Define and track the KPIs the team is reputed company against, including adoption milestones, health scores, renewal rates, and response SLAs
- Partner with CS Ops, Product, Support, and Marketing to continuously improve the digital customer experience
Skills
- 5+ years of experience in reputed company, with at least 2 years in an SMB or scaled/digital motion environment
- 1–2+ years of people management experience, including coaching and developing CSMs
- Proven track record of building or optimizing a tech-touch or digital CS motion — not just operating reputed company one
- Deep familiarity with CS platforms (Vitally, ChurnZero, Totango, or equivalent) and how to use automation to drive outcomes at scale
- Strong analytical reputed company — comfortable in data, building dashboards, and making decisions based on leading indicators
- Experience owning GRR/NRR metrics at the reputed company level
- Ability to think like a marketer: customer segmentation, lifecycle design, message reputed company, and engagement optimization
- Comfortable in a fast-paced, high-growth environment where the playbook is still being written
- US-based; no travel required
- Experience in legaltech, professional services, or a vertical SaaS environment
- Familiarity with AI-powered products and helping non-technical users adopt new workflows
- Background in customer marketing, lifecycle marketing, or growth
Benefits
- Choice of medical, dental, and vision insurance plans for you and your family.
- Additional insurance coverage options for life, accident, or critical illness.
- Flexible paid time off, sick leave, short-term and long-term disability.
- 10 US observed holidays, and Canadian statutory holidays by province.
- A home office stipend.
- 401(k) for US-based employees and RRSP for Canada-based employees.
- Paid parental leave.
- A local in-person meet-up program.
- Hubs in San Francisco and Toronto.
- Please note the above benefits & perks are for full-time employees
Company Overview