Triple Whale

Customer Success Manager

• Lead SMB segment on CS Growth team, managing a scaled portfolio while acting as a team lead to drive ROI and operational innovation
• Own a portfolio of SMB customers, delivering high retention, adoption, and growth at scale
• Develop and execute 1:1 and 1:many engagement tactics using digital outreach, webinars, training, and data-informed campaigns
• Act as a player-coach: manage SMB book of business while mentoring and developing a team of CSMs
• Coach on scalable playbook deployment, churn mitigation, and expansion strategies
• Partner with leadership to shape SMB strategy and provide feedback loops to Product, Sales, and Operations
• Design and deploy AI-enabled workflows, playbooks, and reporting mechanisms to drive CS Growth efficiency
• Build and optimize internal agents and automation tools for proactive outreach, friction reduction, and opportunity identification
• Translate customer data into actionable insights for digital-first engagement and risk mitigation
• Partner closely with Sales, Product, Marketing, and Support to ensure alignment on customer goals and product enhancements
• Share customer insights that shape roadmap and inform GTM strategy

Senior Customer Success Manager