Customer Success Manager - SMB

Role Overview

We're hiring 2-3 SMB Customer Success Managers based in the Philippines to join our growing CS team. You'll own a book of approximately 40–50 SMB accounts (up to $25K ARR), guiding customers through onboarding and driving adoption, engagement, and
retention across the full customer lifecycle.
 
This is a full-cycle role - you run kickoff calls, manage implementations (~30-day avg), handle day-to-day support, and build long-term customer relationships. You'll be part of our scaled success motion: ~80% async communication (Slack responses, documentation)
with targeted calls for high-impact moments.
 
You'll work a US overlap shift (11pm–8am PHT) to align with our customers and US-based team.

What You’ll Own (for real)

Account Ownership
• Own a book of ~40–50 SMB accounts from kickoff through renewal
• Be the primary point of contact for your accounts via Slack and our customer ticketing system
• Drive customer health, adoption, and retention across your book of business
• Identify upsell and expansion opportunities; proactively flag at-risk accounts
• Implementation & Onboarding
  • Lead customer onboarding end-to-end (average 30-day implementation timeline)
  • Configure marketplace listings across AWS, GCP, and Azure Marketplace
  • Set up co-sell workflows, CRM integrations (HubSpot, Salesforce), private offers (CPPO, RPOP), and automations
  • Conduct 4–5 customer calls per day — kickoffs, check-ins, product walkthroughs, and troubleshooting sessions
  • Deliver 101 training sessions to onboard customer teams on new features and workflows
  • Ongoing Support & Success
    • Serve as first responder for all inbound customer questions via Slack and our customer ticketing system
    • Triage issues — resolve directly, loop in Product Support for bugs, or create Solutions Engineering requests in ClickUp
    • Proactively introduce customers to new platform capabilities: funding portals, partner scoring, pipeline digests, automations
    • Facilitate renewals and manage the renewal process in coordination with Account Management
    • Maintain detailed account notes, implementation steps, and health tracking in our customer ticketing system
    • Knowledge Management & Scaled CS
      • Contribute to internal documentation, playbooks, and help center content
      • Respond to async customer questions with clear, thorough written guidance
      • Participate in team syncs, CS biweeklies, and product feedback sessions

Who We’re Looking For

• 2+ years in Customer Success, Account Management, or Technical Support — ideally in SaaS or cloud
• Excellent written and verbal English communication skills
• Strong organizational skills — ability to manage 40–50 accounts simultaneously
• Comfortable in a Slack-heavy, async-first, fast-paced startup environment
• Self-starter who takes ownership without heavy oversight
• High attention to detail and a customer-first mindset
• Available to work the US overlap shift: 11pm–8am PHT (7am–4pm PST)

Nice to Have

Experience with cloud marketplaces: AWS Marketplace, Google Cloud Marketplace, or Azure Marketplace
Familiarity with ClickUp, Salesforce, HubSpot, or similar CS/CRM tools
Background in technical implementations, product onboarding, or solutions engineering
Prior experience at an early-stage startup or high-growth SaaS company

Why Join Us

• High-performing CS team at a fast-growing cloud marketplace company backed by
  leading VCs
• Full-cycle ownership - your accounts, your relationships, your results
• Our mission is to bring a consumer experience to B2B sales. 
• We are a team of ~60 people with hubs in SF and Vancouver. 
• Top-notch team - You'll work with an awesome bought-in team, who have both built large-scale enterprise SaaS products at top companies (e.g. Google, Meta, Salesforce, Confluent), and high-growth startups (e.g. Workstream, Motive, Square).
• Well-funded / long runway
• We are a fast-moving flat org and avoid hierarchical structures.