Senior SMB Customer Success Lead

Chexy Co.; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Chexy Co. is seeking a Customer Success Lead for SMBs to own the end-to-end experience—from onboarding to ongoing support—primarily via email and Intercom.

You will build the SMB customer success program, including playbooks, workflows, and standards, and partner with Growth/Sales to set up new clients for long-term success. Responsibilities include owning a portfolio of SMB customers, nurturing relationships with decision-makers, guiding the first 30 days, and coordinating cross-functional

Qualifications

• 3+ years in Customer Success, Account Management, Implementation, or high-touch Support for SMBs (fintech/payments or SaaS a plus).
• Strong written communication (email) and relationship management.

Responsibilities

• Own SMB customer portfolio as post-sale contact.
• Build relationships with SMB decision-makers and operators.
• Ensure excellent onboarding, payments/operations, and ongoing support.
• Collaborate with Growth/Sales for smooth handoffs and first 30 days onboarding.
• Design SMB-specific success workflows, SOPs, templates, and SLAs.
• Create and maintain customer-facing docs and internal playbooks.

Skills

Customer Success

Account Management

SaaS

Fintech

Written Communication

Tools

Intercom

Notion

Slack

Google Suite

Job description

Chexy Co. is seeking a Customer Success Lead for SMBs to own the end-to-end experience—from onboarding to ongoing support—primarily via email and Intercom.

You will build the SMB customer success program, including playbooks, workflows, and standards, and partner with Growth/Sales to set up new clients for long-term success. Responsibilities include owning a portfolio of SMB customers, nurturing relationships with decision-makers, guiding the first 30 days, and coordinating cross-functional