Customer Success Manager, SMB

Jobtailor; San Francisco (CA); Hybrid; USD 100,000 - 140,000; Full time

Job summary

Jobtailor in San Francisco is seeking a driven Customer Success/SDR associate to manage a portfolio of SMB accounts, onboard new customers, and drive adoption of Nooks to maximize value.

You will analyze usage data, coordinate with sales and product, and support renewals and expansions in a fast-paced startup environment with a hybrid 3x/week in-office schedule.

Qualifications

• 1+ years of SDR experience.
• 1+ years of customer onboarding and support with a B2B SaaS tool.
• Sales domain expertise and experience with Sales/Sales Development stakeholders.
• 1+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with renewals track record preferred.
• Hands-on experience with Outreach, Salesloft, or HubSpot.

Responsibilities

• Manage a portfolio of 150 SMB accounts to maximize Nooks value.
• Onboard new customers and ensure seamless Nooks integration into sales processes.
• Analyze customer usage metrics to identify valuable features and lead upsell conversations.
• Monitor customer health metrics and address concerns proactively.
• Assist with technical support as needed.
• Develop a scaled approach for customer success and retention.
• Serve as the voice of the customer and provide product feedback.
• Support renewals and expansions.

Skills

SDR Experience

Onboarding & Support

Sales Domain

CSM Experience 100+ Accounts

Data Analytics

Tools

Outreach

Salesloft

HubSpot

Job description

• Manage a portfolio of 150 SMB accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business
• Onboard new customers, ensuring seamless integration of Nooks into their sales processes
• Analyze customer usage metrics to identify valuable Nooks features and proactively lead upsell conversations
• Monitor customer health metrics and develop proactive plans to address concerns
• Assist with technical support for customers as needed
• Help develop a scaled approach for customer success and retention
• Serve as the voice of the customer within Nooks and provide product feedback
• Support customer renewals and expansions

Requirements

• 1+ years of SDR experience
• 1+ years of customer onboarding and support experience with a B2B SaaS tool
• Sales domain expertise and experience working with Sales/Sales Development stakeholders
• 1+ years of B2B SaaS CSM experience managing a portfolio of 100+ accounts with a successful renewals track record preferred
• Hands-on experience with an SEP such as Outreach, Salesloft, or HubSpot
• Familiarity with the sales tech stack
• Comfortable with data analytics and experience using data to proactively identify customer challenges
• Excellent written and verbal communication skills
• Experience learning and working with a rapidly-changing SaaS tool, ideally in an early-stage startup
• Demonstrated success taking ownership, working across teams, and wearing many hats in a dynamic, fast-paced environment
• Ability to work on a hybrid basis in the San Francisco office 3x/week
• Legally authorized to work in the United States

Core Competencies

Demonstrates expertise in managing SMB accounts and customer onboarding for B2B SaaS tools, with a strong focus on customer success, retention, and data-driven decision-making. Proficient in utilizing sales technology and analytics to enhance customer engagement and drive renewals.

Highest-signal resume keywords

• B2B SaaS Customer Success Management
• Sales Development Representative Experience
• Customer Onboarding and Support
• Data Analytics for Customer Insights
• Sales Technology Proficiency

Hard Skills

• Customer Onboarding
• Customer Support
• Data Analytics
• Account Management
• Upselling
• Customer Health Monitoring
• Technical Support
• Renewals Management
• Sales Process Integration
• Portfolio Management

Soft Skills

• Excellent Communication Skills
• Ownership
• Collaboration
• Adaptability
• Problem-Solving

Industry Keywords

• B2B
• SaaS
• Customer Success
• Sales Development
• SMB Accounts

Tools & Technologies

• Outreach
• Salesloft
• HubSpot
• Sales Tech Stack