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.

• 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.