Customer Success Manager, SMB

SimilarWeb; Burlington (MA); Hybrid; USD 60,000 - 100,000; Full time

Job summary

Join an innovative company that is reshaping the digital landscape! As a Customer Success Manager, you'll play a crucial role in nurturing relationships with small to medium-sized businesses, ensuring they derive maximum value from our Market Intelligence solution. Your efforts will directly impact customer retention and revenue growth, making this an exciting opportunity for someone passionate about customer success. Collaborate with a dynamic team and contribute to a culture that values inclusivity and creativity. If you're results-driven and ready to make a difference, this role is for you!

Benefits

Competitive Compensation Packages

Regular Team Outings

Happy Hours

Professional Growth Opportunities

Mentorship Programs

Ongoing Learning Solutions

Qualifications

• 2+ years in account management or customer-facing roles.
• Proven track record in achieving sales quotas.
• Experience with SaaS and digital marketing trends is a plus.

Responsibilities

• Manage long-term customer partnerships and engagement.
• Drive product adoption and retention strategies.
• Identify upsell opportunities within existing accounts.

Skills

Account Management

Customer Success

Sales

Interpersonal Skills

Analytical Skills

Problem Solving

Communication Skills

SaaS Experience

Digital Marketing Knowledge

Education

Bachelor's Degree

Job description

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online.

Our unique data and solutions empower over 5,300 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies. In 2021, we went public on the New York Stock Exchange, and we continue to reach new heights! Come work alongside Similarwebbers across the globe who are bright, curious, practical and good people.

We’re looking for a dynamic and results-driven Customer Success Manager, SMB to help us retain and expand our relationships with existing customers of our Market Intelligence solution. This role will report to the Team Manager of Customer Success.

Why is this role so important at Similarweb?

Our Market Intelligence solution is used by thousands of companies, of every size and from every industry, to give them a competitive advantage in driving online traffic.

As an Account Manager on our Inside Sales team, you will own the relationship with our small to medium-business customers, and work with them to make sure they are getting the most value out of our platform and data. Your success in the role will be comprised of both retention and upsell/business growth components

So, what will you be doing all day?

Your role as part of the Inside Sales team means your daily responsibilities may include:

• Managing and developing long-term partnerships with customers of our Market Intelligence solution
• Working closely with a customer to increase user engagement and facilitate product adoption, both key components of driving retention.
• Proactively manage the renewal process to secure timely renewals and minimize churn.
• Implement strategies to increase retention and reduce attrition rates.
• Identifying opportunities for account expansion and revenue growth within your assigned customer base. Proactively presenting upsell and cross-sell opportunities to drive increased product adoption and usage.
• Develop strategies from Similarweb data to help your customers reach their business goals and KPIs
• Sourcing, outbounding, and landing new contacts within a client’s organization to both find new users and level up your relationships.

This is the perfect job for someone with:

• Minimum 2 years experience in commercially focused account management, customer success, or sales, customer-facing roles
• Track record of working in a role with a quota and proven success towards achieving that quota
• Ability to identify value drivers in recurring revenue business models
• Excellent interpersonal and communication skills, with the ability to build rapport, influence, and negotiate with customers.
• Ability to identify opportunities, problem-solve, and provide effective solutions to meet customer needs.
• Results-oriented mindset with a focus on customer satisfaction, revenue growth, and retention.
• Analytical skills to track customer metrics and derive actionable insights.
• Self-motivated, organized, and able to manage multiple priorities effectively.
• Team player who can collaborate effectively with colleagues and business partners
• It would be a plus to have:
• Experience working within SaaS
• Strong understanding of the digital marketing space and trends

**At Similarweb, collaborating with our colleagues in-office creates a more connected, unified culture. Our best work is a product of our face-to-face collaboration, with the ability to work partially from home.**

About the Customer Success Managers, Inside Sales team

Our SMB Account Managers get to work with a multitude of clients - from large recognizable brands, to clients early on in their life cycle. You’ll have the unique opportunity to become a trusted advisor to these companies, and help them implement strategies that drive impact on their business. As an individual contributor, you will be part of a collaborative, high-energy team of talented professionals.

Why you’ll love being a Similarwebber:

You’ll get to sell a product you actually believe in: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful market intelligence platform in the world.

You’ll find a home for your big ideas: We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization.

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Professional Growth Career Week, personalized coaching, participating in our mentorship program, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.

Please Note: We are unable to sponsor visas at this time.

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