Manager, SMB Customer Success
EvenUp
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $150,000 - $165,000 per year
Job Level
Mid-LevelSenior
About the role
- Directly lead, mentor, and manage a team of 5+ dedicated SMB Customer Success Managers, fostering a culture of high performance, accountability, and continuous professional growth in a fast-paced environment.
- Develop, implement, and track scalable strategies and playbooks tailored to the SMB segment to maximize platform adoption, feature utilization, and time-to-value for our law firm clients.
- Leverage sophisticated Customer Success tools and data analytics to monitor client health scores, proactively identify churn risks, and provide data-backed coaching to the CSM team to improve outcomes.
- Act as the primary conduit for SMB client feedback, synthesizing market intelligence and usage trends to collaborate cross-functionally with Product, Engineering, and Revenue Operations to influence product roadmap, feature enhancements, and service delivery.
- Continuously evaluate and optimize CSM workflows, reporting mechanisms, and training programs to ensure efficiency, consistency, and scalability as the company continues its hyper-growth trajectory.
- Maintain strong strategic relationships with key SMB client stakeholders, serving as an executive escalation point and trusted advisor on leveraging AI for maximum case value.
Requirements
- 5+ years in Customer Success, Account Management, or a related field.
- 2+ years leading or mentoring CSMs, ideally in an SMB/high-velocity environment.
- Proven track record of building or optimizing scalable CS processes.
- Strong people leadership skills—coaching, feedback, hiring, performance management.
- Highly data-driven with the ability to analyze trends and translate insights into action.
- Excellent communicator who can influence cross-functionally and represent customer needs.
- Experience in SaaS, AI, or fast-paced startup environments strongly preferred.
- Experience in LegalTech or working with law firms is a plus.
- Comfortable navigating ambiguity, shifting priorities, and rapid growth.
Benefits
- Choice of medical, dental, and vision insurance plans for you and your family
- Additional insurance coverage options for life, accident, or critical illness
- Flexible paid time off, sick leave, short-term and long-term disability
- 10 US observed holidays, and Canadian statutory holidays by province
- A home office stipend
- 401(k) for US-based employees and RRSP for Canada-based employees
- Paid parental leave
- A local in-person meet-up program
- Hubs in San Francisco and Toronto
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analyticsCustomer Success processesfeature utilizationplatform adoptionchurn risk identificationcoachingperformance managementscalable strategiestraining program developmentworkflow optimization
Soft skills
people leadershipcommunicationinfluencingmentoringaccountabilitystrategic relationship managementcollaborationadaptabilityproblem-solvingcoaching