Customer Success Manager, SMB
PrePass
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, Illinois, Utah • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SaltStack
About the role
- About the Role
- As a Customer Success Manager for SMB, you’ll own the growth and retention of a defined customer portfolio. Your focus will be on building strong relationships, driving adoption, and identifying opportunities to expand accounts while proactively reducing churn. You’ll serve as a trusted advisor, ensuring customer satisfaction, managing escalations, and consistently delivering on revenue goals.
- Essential Responsibilities
- **Customer Growth & Retention**
- - Drive revenue growth by promoting adoption of PrePass’ industry-leading solutions, including ByPass and Tolling.
- - Proactively engage an assigned customer portfolio to communicate value, increase usage, and identify expansion opportunities.
- - Consult with customers on best practices to maximize ROI and improve operational efficiency.
- - Execute targeted campaigns to increase awareness of new services, key initiatives, and relevant market trends.
- **Customer Advocacy & Account Management**
- - Safeguard monthly recurring revenue by serving as a strong advocate for customer needs and priorities.
- - Act as a trusted advisor and escalation point to ensure high levels of customer satisfaction and retention.
- - Build and maintain strong, long-term relationships with SMB owners and executive-level stakeholders.
- **Cross-Functional Collaboration & Reporting**
- - Collaborate with internal teams—including Support, Billing, and other stakeholders—to ensure seamless customer experiences.
- - Maintain accurate, timely, and detailed records of customer interactions and activities within PrePass’ CRM and related tools.
Requirements
- Qualifications
- - 4+ years of experience in a B2B SaaS Customer Success role.
- - Bachelor’s degree or equivalent business experience.
- - Strong customer-centric mindset with excellent written and verbal communication skills.
- - Ability to develop and articulate compelling value propositions.
- - Solid business acumen and executive presence, with comfort engaging SMB owners and senior leaders.
- - Proficiency in Microsoft Office Suite.
- - Ability to thrive in a fast-paced environment with strong organizational and multitasking skills.
- - Exceptional presentation and negotiation capabilities.
- - Experience in Transportation and Logistics (preferred, not required).
- - Minimal travel required. Preference for candidates based in Phoenix, Salt Lake City, or Chicago; remote flexibility available.
Benefits
- **How We Will Take Care of You**
- - Robust benefit package that includes medical, dental, and vision that start on date of hire.
- - Paid Time Off, to include vacation, sick, holidays, and floating holidays.
- - Paid parental leave.
- - 401(k) plan with employer match.
- - Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
- - Tuition Reimbursement Program.
- - Voluntary benefits, to include but not limited to Legal and Pet Discounts.
- - Employee Assistance Program (available at no cost to you).
- - Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
- - Community Give-Back initiatives.
- - Culture that focuses on employee development initiatives.
- - Company-wide bonus and commission plans.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2B SaaScustomer successaccount managementcustomer retentionrevenue growthoperational efficiencyvalue propositionspresentation skillsnegotiation skillsCRM
Soft skills
customer-centric mindsetwritten communicationverbal communicationorganizational skillsmultitasking skillsexecutive presencerelationship buildingtrustworthinessadvocacycollaboration