Remote SMB Customer Success Manager | Growth & Retention

Remote; San Francisco (CA); Remote; USD 90,000 - 120,000; Full time

Job summary

Fours is hiring an SMB Customer Success Manager (Eastern Time) to own a book of 50–70 SMB accounts, guiding onboarding and driving adoption, engagement, and retention across the full customer lifecycle.

This is a full-cycle role: you run kickoff calls, handle day-to-day support, triage issues via Slack and our ticketing system, and build long-term relationships. You'll identify upsell opportunities and collaborate with the Account Management team to renew and expand accounts.

Qualifications

• 3+ years in Customer Success, Account Management, or Technical Support.
• Ability to manage 50–70 accounts simultaneously.
• Slack-heavy, async-first startup environment experience.
• Available to work between 9am - 5pm Eastern Time.

Responsibilities

• Own a book of 50–70 SMB accounts from kickoff through renewal.
• Be primary contact via Slack and our customer ticketing system.
• Drive customer health, adoption, and retention across your book.
• Identify upsell and expansion opportunities; proactively flag at-risk accounts.
• Respond to inbound questions and triage issues via Slack.
• Facilitate renewals and coordinate with Account Management.
• Maintain detailed account notes in the ticketing system.

Skills

Customer Success

Account Management

SaaS

Tools

ClickUp

Salesforce

HubSpot

Job description

Fours is hiring an SMB Customer Success Manager (Eastern Time) to own a book of 50–70 SMB accounts, guiding onboarding and driving adoption, engagement, and retention across the full customer lifecycle.

This is a full-cycle role: you run kickoff calls, handle day-to-day support, triage issues via Slack and our ticketing system, and build long-term relationships. You'll identify upsell opportunities and collaborate with the Account Management team to renew and expand accounts.