Manager, SMB Customer Success

EvenUp

Manager of SMB Customer Success at EvenUp, leading a team to optimize digital customer success. Focus on retention, expansion, and performance metrics in a high-growth environment.

Posted 6/18/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $130,000 - $150,000 per yearWebsite

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Hard Skills

customer success managementpeople managementdata analysisdashboard creationKPI trackingcustomer segmentationlifecycle designmessage sequencingengagement optimizationautomation

Soft Skills

coachingteam developmentperformance cultureanalytical mindsetcommunicationcollaborationadaptabilityproblem-solvingaccountabilitystrategic thinking

Tools & Technologies

SalesforceHubSpotVitallyChurnZeroTotangodigital touchpointsautomated lifecycle programsdashboardsin-app messagingemail nurture sequences

Industry Keywords

SMBGRRNRRcustomer health signalsrisk managementhigh-volume customer basedigital customer experiencefast-paced environmenttech-touchdigital CS motion

About the role

Key responsibilities & impact

Manage, coach, and develop a team of 2–3 SMB Customer Success Managers.
Build a performance culture grounded in clear metrics, regular feedback, and accountability.
Hire and onboard future team members as the SMB segment grows.
Design and operationalize a digital-first CS motion that drives adoption, retention, and expansion across a high-volume SMB customer base.
Build and optimize automated lifecycle programs — onboarding sequences, health-based triggers, renewal campaigns, and re-engagement workflows — using tools like Salesforce, HubSpot, or equivalent.
Develop and maintain a library of digital touchpoints including in-app messaging, email nurture sequences, self-serve onboarding resources, and video content.
Identify where human intervention adds the most value and design the motion accordingly, protecting CSM time for the highest-impact moments.
Own GRR and NRR targets for the SMB segment.
Monitor customer health signals and ensure the team is proactively addressing risk before it becomes churn.
Partner with Account Managers to identify expansion and upsell opportunities within the SMB base.
Establish and track leading indicators that predict renewal outcomes 60–90 days in advance.
Build and maintain dashboards that give CS leadership real-time visibility into team performance, customer health, and segment-level risk.
Define and track the KPIs the team is measured against, including adoption milestones, health scores, renewal rates, and response SLAs.
Partner with CS Ops, Product, Support, and Marketing to continuously improve the digital customer experience.

Requirements

What you’ll need

5+ years of experience in Customer Success, with at least 2 years in an SMB or scaled/digital motion environment.
1–2+ years of people management experience, including coaching and developing CSMs.
Proven track record of building or optimizing a tech-touch or digital CS motion — not just operating within one.
Deep familiarity with CS platforms (Vitally, ChurnZero, Totango, or equivalent) and how to use automation to drive outcomes at scale.
Strong analytical mindset — comfortable in data, building dashboards, and making decisions based on leading indicators.
Experience owning GRR/NRR metrics at the segment level.
Ability to think like a marketer: customer segmentation, lifecycle design, message sequencing, and engagement optimization.
Comfortable in a fast-paced, high-growth environment where the playbook is still being written.
US-based; no travel required.

Benefits

Comp & perks

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.