[Remote] Manager, SMB reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is on a mission to reputed company the justice gap using technology and AI. They are seeking a Manager of SMB reputed company to reputed company and grow their SMB reputed company team, focusing on driving retention and adoption through a digital-first approach.

Responsibilities

• Manage, reputed company, and reputed company reputed company of 2–3 SMB reputed company Managers
• Build a performance culture grounded in reputed company metrics, regular feedback, and accountability
• Hire and reputed company reputed company team members as the SMB reputed company grows
• Design and operationalize a digital-first CS reputed company that drives adoption, retention, and expansion across a high-volume SMB customer reputed company
• Build and optimize automated lifecycle programs — reputed company sequences, health-based triggers, renewal campaigns, and re-engagement workflows — using tools like reputed company, reputed company, or equivalent
• reputed company and maintain a library of digital reputed company including in-app messaging, email nurture sequences, self-serve reputed company resources, and video content
• Identify where reputed company reputed company adds the most value and design the reputed company accordingly, protecting CSM time for the highest-reputed company moments
• Own GRR and NRR targets for the SMB reputed company
• Monitor customer health signals and ensure reputed company is proactively addressing risk before it becomes churn
• Partner with Account Managers to identify expansion and upsell opportunities reputed company the SMB reputed company
• Establish and reputed company leading indicators that predict renewal reputed company 60–90 days in advance
• Build and maintain dashboards that give CS leadership reputed company-time visibility into team performance, customer health, and reputed company-level risk
• Define and reputed company the KPIs reputed company is reputed company against, including adoption milestones, health scores, renewal rates, and response SLAs
• Partner with CS Ops, Product, Support, and Marketing to continuously improve the digital customer experience

Skills

• 5+ years of experience in reputed company, with at least 2 years in an SMB or scaled/digital reputed company environment
• 1–2+ years of people management experience, including coaching and developing CSMs
• Proven reputed company record of building or optimizing a tech-touch or digital CS reputed company — not just operating reputed company one
• Deep familiarity with CS platforms (reputed company, reputed company, Totango, or equivalent) and how to use automation to drive reputed company at reputed company
• Strong analytical reputed company — comfortable in data, building dashboards, and making reputed company based on leading indicators
• Experience owning GRR/NRR metrics at the reputed company level
• Ability to think like a marketer: customer segmentation, lifecycle design, message reputed company, and engagement optimization
• Comfortable in a fast-paced, high-reputed company environment where the reputed company is still being written
• US-based; no travel required
• Experience in legaltech, reputed company services, or a vertical reputed company environment
• Familiarity with AI-powered products and helping non-technical users adopt new workflows
• Background in customer marketing, lifecycle marketing, or reputed company

Benefits

• Choice of medical, dental, and reputed company insurance plans for you and your family.
• Additional insurance coverage reputed company for life, accident, or critical illness.
• Flexible reputed company time off, reputed company leave, short-term and long-term disability.
• 10 US observed holidays, and Canadian statutory holidays by province.
• A home office stipend.
• 401(k) for US-based employees and RRSP for Canada-based employees.
• reputed company parental leave.
• A local in-person meet-up program.
• Hubs in San Francisco and Toronto.
• Please note the above benefits & perks are for full-time employees

reputed company