We are seeking a Global Customer Success Manager (CSM) to join our newly formed small-focused team. This role is ideal for someone who thrives on data, process optimization, and scalable customer engagement strategies.
As a Global CSM for small accounts, you will play a critical role in delivering value at scale. You will manage a portfolio of small to mid-sized customers, leveraging automation, analytics, and digital touchpoints to drive product adoption, retention, and satisfaction. This is a high-impact, back-office role with global visibility and strategic importance.
Key Responsibilities
Own the end-to-end customer journey for small accounts globally, from onboarding to renewal.
Develop and execute data-driven engagement strategies to improve product adoption and customer health.
Monitor customer usage trends and proactively identify risks and opportunities.
Collaborate with Product, Marketing, and Support teams to deliver personalized yet scalable experiences.
Build and maintain automated success programs (e.g., email cadences, in-app messaging, webinars).
Analyze customer feedback and usage data to inform internal stakeholders and improve offerings.
Maintain accurate records in Salesforce and other CS tools to track engagement and outcomes.
Contribute to the continuous improvement of internal processes and playbooks for the small tier success.
Requirements: 4+ years in a Customer Success, Customer Experience, or Account Management role, preferably in B2B SaaS.
Strong analytical skills and experience with tools like Salesforce, Excel, or BI platforms.
Familiarity with cybersecurity, threat intelligence, or external risk management is a strong plus.
Proven ability to manage a high-volume portfolio using digital-first strategies.
Excellent written and verbal communication skills in English.
Bachelors degree in Business, Engineering, or a related field.
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