SMB Customer Success Manager - Remote US

As a SMB Customer Success Manager at Seamless, you will be responsible for monitoring and managing the health and success of Seamless AI’s 1 and 2 License accounts. The CSM is responsible for driving growth and product adoption across the overall book of business, and ensuring retention of existing business. The SMB Customer Success Manager will be responsible for actively contacting customers, identifying situations that may put these clients at-risk while working to solve them, and serving as a direct through-line for feedback to our leadership team on the needs of our customers as it affects our product road-map.

• Leveraging a combination of tech-touch and personal-touch outreach to employ a proactive approach to ensuring customer health across the 1&2 License customer-base
• Developing scalable strategies that can be used to gather usage, satisfaction, and feedback from customers
• Taking a consultative approach to make sure that the customer is maximizing their usage of Seamless, and ensuring that they will renew their subscriptions year over year
• Keeping track of customer organizational changes, identifying at risk customers, escalating and coordinating efforts to eliminate risk
• Focusing strongly on increasing Gross Revenue Retention across all 1&2L customers
• Communicating regularly with Sales on growth opportunities and increase 1&2L customer Net Retention
• Acting as an escalation point to drive resolution in a timely, proactive manner
• Creating one to many campaigns along with touch points for large cohorts of customers

• 2-3 years of customer success experience
• Excellent written and verbal communication skills
• Team player, able to work alongside several internal teams
• Detail-oriented, Well organized, Sales experience an advantage
• Salesforce, Gainsight, Outreach, high density call volume experience an advantage
• Ability to learn new technologies quickly and train others
• Prior experience leading remotely a plus

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