SMB Customer Success Manager

Reports to: Director of Customer Success

Purpose

To drive adoption, value realization, and retention for a high-volume book of SMB clients using scalable, digital-first engagement methods.

Mission & Goals

• Support a broad customer base with high efficiency
• Improve platform adoption, maximize customer satisfaction and product adoption
• Reduce churn through proactive, scalable outreach
• Identify and act on opportunities for renewal and expansion
• Act as a trusted strategic advisor

Responsibilities

• Own a large portfolio of small to mid-sized business accounts
• Engage customers through automated communications, success reviews, strategic check-ins and campaigns
• Monitor usage and customer health to trigger timely interventions
• Collaborate cross-functionally to resolve issues and deliver customer value
• Identify churn risks and expansion opportunities, surface cross-sell opportunities to Sales

Main Tasks

• Send scaled success communications and best practice updates
• Track adoption and engagement metrics to drive product utilization
• Deliver periodic live/digital check-ins to keep customers engaged and informed
• Execute renewal and expansion opportunities
• Document customer interactions, success plans, and engagement history using CS tools

Qualifications

• 2+ years in a B2B SaaS Customer Success, Account Management, or similar client-facing role
• Strong communication, organizational, and multitasking skills
• Experience with CS platforms (e.g., Gainsight, ChurnZero), CRM systems, and usage analytics
• Comfortable using segmentation, data insights, and playbooks to guide decisions
• Proactive, collaborative, and driven to improve processes and customer outcomes
• Collaborative spirit with a bias toward action, efficiency, and continuous improvement

About Grav

ytyAt Gravyty, we are redefining how higher education, K-12, and nonprofits engage students, alumni, and donors. Our AI-powered platform transforms engagement by breaking down data and technology silos, creating a seamless experience across the entire lifecycle—from student success to alumni and donor relationships. Trusted by over 2,750 institutions and organizations, Gravyty powers more than 25.5 million interactions annually, driving better outcomes, greater efficiency, and stronger connectio

n

s
.
Our global team of 150+ passionate professionals is united by a shared commitment to innovation, excellence, and making a real impact. If you’re looking to be part of a dynamic, purpose-driven company, Gravyty is the place fo

r

yo
u.
We offer competitive benefits, employer-matched retirement plans, flexible time off, and a supportive environment where your contributions make a di

ffe

ren
ce.
We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the hiring process, please let us know, and we will work with you to meet

you