Customer Success Manager

The role

You will own a high-volume portfolio of approximately 180 SMB and mid-market customers. You will drive product adoption and retention through scalable programs, automation, and proactive engagement.

What you will do

• Own and manage a large portfolio of self-serve SMB and mid-market customers
• Lead onboarding and adoption
• Design repeatable touchpoints like webinars, office hours, and in-app guides
• Use in-app usage signals to reach customers
• Build and automate workflows with AI
• Proactively monitor customer health and address risks
• Run proactive outbound to self-serve customers
• Identify expansion opportunities and partner with Sales
• Manage renewals across the book of business
• Collect and synthesize customer feedback

Required qualifications

• At least two years of customer-facing experience in B2B SaaS
• Experience supporting onboarding and adoption of a technically complex product
• Comfortable being measured on adoption and retention across a large portfolio
• Experience working closely with Sales, Product, and Engineering
• Ability to use AI tools in work

Benefits

• Competitive compensation model plus meaningful equity
• Paid annual vacation with 10 extra days for new employees
• Flexible remote/office balance
• Great work-life balance

Before you apply

• Intro call with recruiting
• Hiring manager interview
• Role play customer demo interview
• Final panel interview with CEO and Head of Customer Success

About the company

Swarmia is a fast-growing B2B SaaS company that helps software companies measure and improve developer productivity and experience.