Customer Success Manager, SMB

Role Overview

• Owns the full post-sales customer lifecycle for a high-volume SMB book across Payroll + EOR + adjacent products.
• Runs the standard post-sales motion end-to-end with high operational rigor
• proactive engagement, adoption, and structured churn-risk management.
• Partners tightly with Sales on renewals and expansion signals.

Requirements

• CS/AM experience in complex B2B SaaS (Payroll preferred) or comparable customer-facing ownership
• Strong written communication and stakeholder management (agendas, follow-ups, decision capture)
• Ability to identify churn risk early and execute structured mitigation plans
• Comfort coordinating across multiple teams and product lines (Sales, Implementation, Support, Product, Ops)
• Consistent CRM + Vitally hygiene as system of record (SSOT)
• Uses AI as a human-in-the-loop assistant for prep, synthesis, and drafting
• validates against source-of-truth docs before sending any comms
• Writes and speaks fluent English.

Benefits

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces