SMB Customer Success Manager - Americas

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a SMB Customer Success Manager - Americas based in United States.** This is a mid-level Customer Success opportunity supporting early-stage customers as they build effective and scalable hiring practices. You will help customers adopt a complex recruiting technology platform, solve challenging problems, and develop long-term practices that drive successful outcomes beyond initial onboarding. The role combines customer support, product expertise, proactive problem-solving, and operational project ownership. You will work within a pooled 1 customer model, providing responsive guidance through shared channels and customer calls while ensuring customers can access the right resources when they need them. You will also lead medium and large-scale projects that improve onboarding, engagement, retention, documentation, webinars, and internal workflows. Success in this role requires curiosity, strong communication, attention to detail, and the ability to independently understand complex customer needs and develop practical solutions. This is an opportunity to work with talented cross-functional teams in a fast-moving environment where you can directly influence both customer outcomes and the evolution of Customer Success practices. ### Accountabilities - Own a portfolio of SMB customers through a pooled 1 Customer Success model, serving as a primary point of contact through shared channels and customer calls in accordance with service-level agreements. - Support customers throughout their lifecycle, going beyond initial onboarding to encourage long-term engagement, product adoption, and retention. - Develop high-quality onboarding resources, documentation, webinars, and educational content that enable customers to become increasingly self-sufficient. - Provide thoughtful and responsive support through email and live customer interactions, helping users navigate complex product challenges and identify the most appropriate solutions. - Become a subject matter expert on the product and its capabilities so you can confidently advise customers with different levels of technical and recruiting experience. - Investigate customer challenges in depth, clarify underlying needs, evaluate multiple possible approaches, and recommend practical solutions based on the customer’s specific context. - Lead medium and large-scale projects that support customer outcomes and strengthen internal Customer Success operations. - Build and improve scalable onboarding experiences, educational programs, engagement strategies, and retention best practices. - Collaborate with internal teams to identify workflow improvements and develop processes that make customer interactions more efficient and effective. - Identify opportunities to improve existing processes and proactively propose alternatives when practices or workflows become outdated. - Communicate clearly and empathetically with diverse customer groups, from experienced Talent Acquisition leaders to users who are new to recruiting software. - Balance customer interactions with project ownership, ensuring both immediate customer needs and longer-term operational priorities are addressed. - Contribute ideas and insights that help continuously improve customer experience, internal processes, and overall team effectiveness. **Requirements** - You have at least 2 years of full-time experience in a customer-facing SMB Customer Success Manager, Account Manager, Program Manager, or comparable role. - You have experience supporting customers using complex, rapidly evolving software products, particularly products that require meaningful education, configuration, or ongoing guidance. - You are comfortable becoming a product and subject matter expert and can use that expertise to help customers navigate complex challenges. - You have strong problem-solving skills and can independently define the scope of an issue, identify multiple potential solutions, and determine an effective path forward. - You have excellent written and verbal communication skills and can communicate clearly with diverse audiences and levels of product expertise. - You demonstrate exceptional attention to detail and can provide thorough, clear, concise, and empathetic customer responses. - You know how to identify and extract the information that is most relevant to resolving a customer issue without creating unnecessary complexity. - You are curious and naturally investigate customer use cases, workflows, and underlying needs rather than stopping at surface-level answers. - You have experience defining problems and developing comprehensive solutions independently while also collaborating effectively with internal teams. - You are comfortable managing projects alongside day-to-day customer responsibilities and can prioritize competing demands effectively. - You are proactive about identifying inefficient or outdated processes and confident in recommending and implementing improvements. - You are comfortable working in a rapidly changing environment where products, processes, and customer needs continue to evolve. - You demonstrate sound judgment, ownership, adaptability, and a strong commitment to delivering excellent customer experiences. - Experience working with recruiting, Talent Acquisition, Human Resources, or other business software is beneficial but not required. - You are comfortable working remotely and collaborating with distributed teams across the Americas and other regions. **Benefits** - Competitive compensation with equity opportunities. - Unlimited Paid Time Off (PTO), with approximately four weeks recommended annually. - Ten-year exercise window for eligible stock options. - Twelve weeks of fully paid family leave in the United States, with plans to expand the benefit to employees in other countries as applicable. - Generous budget for equipment, software, and office furniture to support an effective home working environment. - $100 per month education budget, with additional support for higher-cost learning opportunities such as conferences subject to manager approval. - Top-tier health insurance with premiums fully covered for employees and dependents in the United States. - Fully remote working environment. - Opportunities to work on meaningful customer-facing projects while developing expertise in Customer Success, product adoption, and operational improvement. - Exposure to a complex and evolving software product and the opportunity to become a trusted subject matter expert. - Opportunities to collaborate with talented teams across Customer Success, Product, Engineering, Design, and go-to-market functions. - Significant ownership over customer outcomes, projects, and improvements to internal processes.