Customer Success Manager - SMB (Remote)

About the Role As a Customer Success Manager for our SMB accounts, you will be responsible for building and nurturing relationships with our small and medium-sized customers. Your focus will be on ensuring they achieve success with our platform by driving product adoption, identifying opportunities for growth, and mitigating risk. You will work with many accounts to proactively manage customer health, retention, and adoption. Responsibilities • Serve as primary contact and trusted advisor for SMB customers, guiding onboarding and driving rapid value realization • Proactively drive product adoption by aligning capabilities with customer goals, delivering training, and sharing best practices • Own renewals by monitoring customer health metrics, mitigating risks, and maintaining high satisfaction and retention • Provide responsive support, troubleshoot issues, and collaborate with internal teams while keeping CRM updated • Identify upsell/cross-sell opportunities, leverage CS playbooks for scalable service, and share customer insights to influence product development Requirements • 2+ years in B2B Customer Success or Account Management with proven ability to manage high-volume accounts while maintaining strong engagement • Experience with HubSpot and ChurnZero to manage relationships, monitor engagement, analyze churn metrics, and drive retention • Strong analytical skills to identify customer trends, improve outcomes, and manage subscription renewals effectively • Excellent communication and organizational skills with ability to navigate high-stakes conversations across stakeholder levels • Detail-oriented, team-focused, and willing to dive deep into technical product details (cybersecurity experience a plus)