Customer Success Manager, Digital VSMB/SMB
Float.com
full-time
Posted on:
Location Type: Remote
Location: New York • United States
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Salary
💰 $120,163 per year
About the role
- Developing product and customer expertise: You’ll work on learning and developing working knowledge of Float’s product, customer journey, and existing success strategies to confidently support SMB customers across regions and understand areas of opportunity.
- Manage SMB customer portfolio: Own a book of 3500+ SMB customers, maintaining high-level oversight, and making improvements to existing systems and workflows.
- Map and baseline retention metrics: Deliver a clear, documented view of current retention performance, and identify automation opportunities to improve renewals at scale.
- Building and implementing automations: Collaborate with your team to design and operationalize a system for managing the VSMB/SMB segments: segmenting accounts by lifecycle stage, engagement level, and renewal risk for consistent tracking and follow-up.
- Lead scaled customer programs: Drive adoption and retention by running one-to-many initiatives such as webinars, group trainings, and automated lifecycle campaigns.
- Own digital onboarding for new VSMB SMB customers: Managing digital-touch onboarding for customers in North America and APAC, ensuring a smooth post-sales experience and early success milestones.
- Refine automation and playbooks: Use customer data and feedback to optimize engagement strategies, continuously improving efficiency and outcomes.
Requirements
- SMB expertise: Deep understanding of the needs, behaviors, and business rhythms of very small and small-to-medium-sized businesses, with experience managing large volumes of VSB/VSMB accounts.
- Churn management: Proven ability to proactively identify risk and execute strategies to retain accounts and reduce churn across a high-volume book of business.
- Scaled program delivery: Experience designing, managing, and optimizing automations and one-to-many engagement strategies across a globally dispersed customer base.
- Customer retention: Strong track record of driving long-term customer value through targeted retention initiatives and scalable success programs.
- Clear communicator: Confident and articulate written and verbal communicator, capable of explaining technical concepts in a simple, relatable way to a non-technical audience.
- Webinar & content delivery: Comfortable preparing, recording, and hosting live or pre-recorded sessions for one-to-many formats, including webinars and onboarding content.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
automationcustomer retentionchurn managementdata analysisprogram deliveryengagement strategiesonboardingcustomer journey mappingperformance metricsworkflow optimization
Soft Skills
clear communicatorarticulatecollaborativeproblem-solvingcustomer-focusedadaptabilityleadershiptraining deliveryrelationship managementstrategic thinking