Customer Success Manager (SMB)
BiorenderSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, SaaSIndustries
Requirements
- 8-10 years of Customer Success or Account Management experience, including at least 3 years in a leadership role managing CSMs
- Experience managing US-based customers with proven ability to work during core US hours (5:30 PM–2:30 AM IST)
- Strong understanding of Customer Success methodologies and practices, ideally in a SaaS environment
- Excellent customer presence, communication, and stakeholder management skills
- Track record of driving customer adoption, retention, and expansion
- Proficiency with Customer Success tools such as Gainsight and Salesforce
- Empathetic, collaborative, and customer-first mindset
- Strong sense of accountability and ability to set high standards for professionalism and preparedness
- Skilled at balancing coaching with performance management
- Process-oriented, but flexible enough to adapt to changing business needs
- Comfortable operating in a fast-paced, high-growth environment
Responsibilities
- Manage and coach a growing team of SMB CSMs (up to 5)
- Drive accountability, consistency, and professionalism in customer interactions
- Foster career growth and skills development within the team
- Act as the escalation point for customer issues requiring managerial involvement
- Own and manage a personal portfolio of higher-ARR SMB accounts, ensuring high adoption, retention, and satisfaction
- Partner with customers to align product capabilities with their business goals
- Support renewals and expansion opportunities within assigned accounts
- Ensure team adherence to Customer Success processes, including Gainsight/Salesforce updates, playbook execution, and customer health tracking
- Maintain team dashboards and reporting for leadership visibility
- Coordinate with cross-functional stakeholders (Support, Product, Sales, and Executive Leadership) to resolve issues and improve customer outcomes
- Be accountable for team-level KPIs, including renewal rate & churn for the SMB segment, customer adoption, engagement, and health scores, and employee retention and development within the India team
- Report on progress, risks, and outcomes to US leadership on a regular basis
- Work closely with US-based leaders and peers to ensure process alignment and global consistency
- Provide insights on SMB customer needs to influence product roadmap and company strategy
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Manager, SMB Customer Success role?
Candidates need 8-10 years of Customer Success or Account Management experience, including at least 3 years in a leadership role managing CSMs, plus experience managing US-based customers.
Where is this position based and what are the work hours?
The role is based in India overseeing the SMB Customer Success team, and requires working during core US business hours from 5:30 PM to 2:30 AM IST.
What is the team size this role will manage?
The position involves managing and coaching a growing team of SMB CSMs, up to 5 team members.
What are the key responsibilities for team leadership?
Responsibilities include managing and coaching the team, driving accountability and professionalism, fostering career growth, and acting as the escalation point for customer issues.
What performance metrics will this role be accountable for?
The role is accountable for team-level KPIs including renewal rate and churn for the SMB segment, customer adoption, engagement and health scores, and employee retention within the India team.
Simpplr
Modern intranet platform for employee engagement
About Simpplr
Simpplr offers a modern intranet platform that aims to improve employee experience and strengthen company culture. The platform is designed to provide a seamless and personalized experience for employees, regardless of their work location. It serves a diverse range of clients, including businesses of all sizes across various industries, and has gained the trust of over 700 customers. Simpplr operates in the digital communication and collaboration market, which has grown due to the rise of remote work. The platform enhances internal communication, tracks employee sentiment, and promotes digital wellbeing, allowing employees to efficiently access necessary information, thus boosting productivity and collaboration. Unlike many competitors, Simpplr focuses on creating a cohesive experience tailored to the needs of employees. The company's goal is to provide a service that fosters a strong company culture and improves overall employee engagement.
Redwood City, CaliforniaHeadquarters
2014Year Founded
$119.6MTotal Funding
SERIES_DCompany Stage
Consumer Software, Enterprise SoftwareIndustries
201-500Employees