Scaled Customer Success Manager (SMB)

Role Summary

The Scaled Customer Success Manager (CSM) for SMB accounts is an individual contributor in the Customer Experience organization, charged with driving scalable engagement across a large portfolio of SMB customers. This role combines strategic program execution with automation, proactive outreach, and data-informed decision-making to improve customer health, increase retention, identify expansion opportunities, and cultivate brand advocates.

Essential Duties and Responsibilities

• Develop and execute strategic email campaigns and outreach sequences (personalized and automated).
• Build and optimize workflows using our Customer Success platform.
• Analyze account data to generate customized insights for clients at scale and prioritize actions.
• Facilitate one-to-many engagement efforts (webinars, office hours, etc.).
• Collaborate cross-functionally with Product, Sales, Marketing and Support to drive customer value.
• Engage with customers 1:1 where appropriate to drive product adoption, expansion opportunities or resolve escalated issues.

Success Metrics

The success of this role will be defined by the ability to foster engagement with clients at scale while driving the following positive outcomes among the assigned SMB book of business:

• Gross Revenue Retention (GRR) & Net Revenue Retention (NRR)
• Campaign engagement (open rates, CTRs)
• Volume of case study/reference wins
• Churn reduction
• Qualified leads for account expansion generated
• Customer reviews (Google, Trustpilot)

Requirements

• Bachelor's degree in Business, Communications or a related field
• 2+ years in Customer Success, Account Management or in a similar client-facing role preferred
• Strong written and verbal communication and data analysis skills
• Proficient in Microsoft Excel, PowerPoint and Word
• Excellent problem solving and relationship building skills
• Comfortable working both autonomously and cross-functionally (product, sales, support, marketing) to solve client issues
• Familiarity with CRM systems like Salesforce, Planhat, or Gainsight preferred
• Previous experience in the transportation industry is a plus, but not required

Please note this job description is not designed to cover or contain a comprehensive listing of task activities and/or duties that are required of the employee for this job. Responsibilities and activities may change at any time with or without notice.