Customer Success Manager

Smarty, LLC.; Orem (UT); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

Long-Term Disability

Paid time off

401(k) with company matching

Professional development

Team lunches

In-office chiropractic services

Job summary

Smarty, LLC. in Utah is seeking a Customer Success Manager to be the trusted partner for customers in your territory after the sale, leading onboarding, adoption, renewals, and growth opportunities.

You will collaborate with Account Executives, Technical Support, Product, and Marketing to ensure customers get value from Smarty. This full-time onsite role in our Orem, Utah office offers competitive compensation and benefits.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 2+ years of customer success, account management, or related experience in SaaS.
• Experience managing a renewal book and forecasting retention metrics.
• Proficiency with CRM/CS tools such as Salesforce and HubSpot.

Responsibilities

• Own renewal outcomes for customers within an assigned territory, proactively identifying and addressing at-risk accounts before renewal.
• Serve as the primary point of contact for customer health, adoption, and satisfaction after the sale.
• Guide newly onboarded customers through implementation milestones and initial usage strategies to accelerate time-to-value.
• Monitor account usage and engagement data to identify renewal risk and expansion signals, developing and executing a tailored retention plan for any at-risk account.
• Surface expansion opportunities to the appropriate Account Executive with the context needed for a warm handoff.
• Partner with Account Executives on a structured handoff for newly closed accounts to support onboarding.
• Conduct regular check-ins and business reviews with customers, including Executive Business Reviews for larger accounts, at a cadence appropriate to account size and complexity.
• Serve as the customer's internal advocate, escalating critical issues and feature requests to Support and Product teams.
• Negotiate straightforward renewal terms within approved parameters; escape complex renewal negotiations as needed.
• Maintain accurate account health and renewal forecast data in the CRM.

Skills

Customer success

Account management

SaaS

Salesforce

HubSpot

Education

Bachelor's degree or equivalent

Tools

Salesforce

HubSpot

Job description

You may not have heard of us, but you've probably benefited from our work. Smarty is a leader in location data intelligence, helping businesses around the world verify, standardize, and enrich their address and location data at scale. When a package reaches the right door, an order ships without a hitch, or a journey reaches the right destination, there's a good chance we helped.

We've built all of this the hard way: self-funded, profitable, and on our own terms. That independence lets us make long-term decisions, invest in our people, and hold a high bar for our work. We've been recognized as a Top Workplace four years running, thanks to a culture that values our people just as much as our products.

As a Customer Success Manager , you'll be the trusted partner for customers in your territory after the sale. You'll work alongside Account Executives, and with Technical Support, Product, and Marketing, to make sure customers get real value from Smarty. We're counting on you to lead onboarding, drive adoption, own renewals, and spot growth opportunities early. This role is for a proactive relationship builder who enjoys solving problems with industry-leading products and wants to grow with a team that's building something to last.

This is a full-time, onsite role in our Orem, Utah office.

What you'll do:

• Own renewal outcomes for customers within an assigned territory, proactively identifying and addressing at-risk accounts before renewal
• Serve as the primary point of contact for customer health, adoption, and satisfaction after the sale
• Guide newly onboarded customers through implementation milestones and initial usage strategies to accelerate time-to-value
• Monitor account usage and engagement data to identify renewal risk and expansion signals, developing and executing a tailored retention plan for any at-risk account
• Surface expansion opportunities to the appropriate Account Executive with the context needed for a warm handoff
• Partner with Account Executives on a structured handoff for newly closed accounts to support onboarding
• Conduct regular check-ins and business reviews with customers, including Executive Business Reviews for larger accounts, at a cadence appropriate to account size and complexity
• Serve as the customer's internal advocate, escalating critical issues and feature requests to Support and Product teams
• Negotiate straightforward renewal terms within approved parameters; escape complex renewal negotiations as needed
• Maintain accurate account health and renewal forecast data in the CRM

Who you are:

• Bachelor's degree or equivalent professional experience
• 2+ years of customer success, account management, or related experience in SaaS
• Experience managing a renewal book and forecasting retention metrics
• Proficiency with our sales and customer success stack: Salesforce, HubSpot, and similar CRM/CS tools

What we'll do for you

• Competitive compensation, $60k-$90k base annually, plus commission
• 100% paid health, dental, and basic life insurance premiums (including family coverage)
• Long-Term Disability insurance
• Generous PTO that increases with tenure
• 401(k) with company matching
• Ongoing training for professional and career development
• Drinks, snacks, and team-building lunches and activities
• In-office chiropractic services

Smarty provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or protected veteran status. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, compensation, and training. Employment is contingent upon successful completion of a background check following an offer of employment.