- Company Name
- Heidi
- Job Title
- Customer Success Manager, SMB
- Job Description
-
**Job title**
Customer Success Manager, SMB
**Role Summary**
Own the post‑sale lifecycle for a high‑volume portfolio of SMB customers in a rapidly scaling SaaS healthcare platform. Drive fast onboarding, proactive health monitoring, product adoption, renewals, and expansion. Leverage data, standardized playbooks, and cross‑functional collaboration to maintain high retention and revenue growth.
**Expectations**
- Manage 75+ SMB accounts, achieving or exceeding renewal and retention targets.
- Maintain customer health scores and intervene early on at‑risk accounts.
- Execute data‑driven, scalable onboarding, training, and engagement programs.
- Deliver ROI‑focused renewal narratives and negotiate contract terms.
- Identify upsell opportunities and partner with Sales on expansion conversations.
- Contribute to continuous improvement of playbooks, resources, and processes.
**Key Responsibilities**
- Design and lead efficient onboarding workflows; track time‑to‑activation and activation rates.
- Conduct product and workflow training sessions for clinicians and operational staff.
- Monitor dashboards, segment accounts, and prioritize based on churn risk indicators.
- Balance automated and personalized outreach to maintain engagement across the portfolio.
- Own end‑to‑end renewal process, presenting data‑driven value stories and negotiating contracts.
- Identify expansion prospects through usage analytics and trigger targeted outreach.
- Refine existing customer‑success playbooks, develop resources, and disseminate best practices.
- Provide scalable, empathetic support via email, in‑app messaging, and webinars.
- Escalate blockers to Product, Support, or Sales with full context; collaborate to close issues.
**Required Skills**
- 2–4 years SaaS customer‑success experience, managing the full lifecycle.
- Proven track record with high‑volume accounts (75+), achieving strong health scores and renewal metrics.
- Data‑driven mindset: comfortable with metrics dashboards, segmentation, and prioritization.
- Strong negotiation and contract‑management skills.
- Experience delivering scalable engagement (webinars, automated touchpoints, 1:many programs).
- Excellent communication, able to adapt style to diverse audiences.
- Organizational ability to juggle multiple priorities and tight timelines.
**Required Education & Certifications**
- Bachelor’s degree in Business, Marketing, Communications, or related field.
- Certifications in customer success (e.g., SuccessHACKER, Gainsight) or CRM platforms (e.g., Salesforce) preferred but not mandatory.