Digital Customer Success Manager, SMB

Hey there! We’re ContactMonkey 👋 Our mission? To power measurable employee engagement worldwide.

And we’d love for you to join us!

About The Role

As the SMB Customer Success Lead, you will own ContactMonkey's Small Medium Business book of business, reporting to Sydney Pearson, Sr. Director of Customer Success. This is an individual contributor, a strategy-to-execution role: you'll be responsible for designing and operating a proactive, tech-touch engagement motion that drives retention and product adoption across a large portfolio of SMB accounts.

This is not a people management role. Unlike a traditional high-touch CSM role, your impact is delivered through a combination of automation and systems building alongside direct customer management, applying smart systems, data-driven communications, and targeted human intervention at the moments that matter most. You'll be accountable for Gross Dollar Retention (GDR) across the SMB segment, and you'll build the infrastructure that makes that number move.

This role is ideal for someone who has personally built and run a scaled CS motion before, someone who thinks in process systems, acts on data, and understands how to keep a large, diverse book of business healthy without manual hand-holding on every account.

Qualifications

Hands-on builder Experience in an early-stage, SMB-focused SaaS company where efficiency was a necessity, not a nice-to-have Personally built and executed a tech-touch or low-touch CS motion — not just supported someone else's Directly owned a GDR or NDR number and can speak to how you moved it Background as a Customer Success Manager, with direct experience owning a book of business, including renewals, upsell conversations, and account escalations Comfortable being the primary point of contact for a portfolio of accounts, not just the system behind the scenes Ops and automation instinct You solve problems by automation and/or building systems, not by solving the same thing twice Have instrumented CS health and risk on a CS platform (Gainsight, Vitally, ChurnZero) or a homegrown stack (Salesforce + product analytics + automation) Comfortable with Salesforce, Pendo, Gong, or equivalent tools to instrument health, productivity, and risk Able to self-generate reporting and insights independently AI fluency You don't just use AI tools, you build with them. g.