Teramind

Customer Success Manager – SMB

Teramind

full-time

Posted on:

Location Type: Remote

Location: Serbia

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Tech Stack

Cyber Security

About the role

  • Serve as the primary point of contact for SMB customers, developing strong relationships and becoming a trusted advisor
  • Guide new SMB customers through onboarding, ensuring they are set up for success and realize value as quickly as possible
  • Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives
  • Provide proactive and responsive support, addressing customer inquiries, helping troubleshoot issues, and collaborating with internal teams
  • Leverage and contribute to Customer Success playbooks and processes to ensure consistent and scalable service across the SMB base
  • Collect feedback and share insights with internal teams to influence product development and improve customer experiences
  • Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention
  • Identify opportunities for upsell and cross-sell within assigned customer accounts and work with Account managers to close the deal
  • Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement
  • Regularly engage with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals
  • Deliver customer training sessions and enablement resources to ensure ongoing product success
  • Maintaining the CRM up to date and completed
  • Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction

Requirements

  • 2+ years in a B2B customer-facing role, preferably in Customer Success or Account Management
  • Proven ability to manage a large volume of customer accounts while maintaining a high level of service and engagement
  • Proven experience with HubSpot, showcasing strong CRM skills to manage customer relationships and optimize marketing
  • Experience with ChurnZero to monitor engagement, analyze churn metrics, and enhance customer retention
  • Ability to analyze customer data, identify trends, and take action to improve customer outcomes
  • Experience with subscription renewal management
  • Extreme attention to detail, time management and organizational skills
  • Effective communication and teamwork skills
  • Willingness to roll up your sleeves and understand the finer technical points of the product
  • Ability to have high-stakes conversations with a variety of stakeholders
  • Outstanding proficiency in spoken and written English, Portuguese and Spanish.
  • Experience in the cybersecurity industry is a plus
Benefits
  • This is a remote job. Work from anywhere!
  • Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
  • Competitive salary
  • Career growth opportunities
  • Flexible paid time off
  • Laptop reimbursement
  • Ongoing training and development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer onboardingproduct adoptioncustomer supportcustomer renewal managementdata analysiscustomer trainingupsellingcross-sellingCRM managementchurn analysis
Soft Skills
relationship buildingcommunicationtime managementorganizational skillsteamworkattention to detailproblem-solvingstakeholder managementproactive supportcustomer engagement