Customer Success Manager, SMB

The role

You will manage a book of approximately 400 SMB accounts using a mix of one-to-one support and scaled automation. You will build the onboarding program, lifecycle playbooks, and growth systems to help organizers launch and grow.

What you will do

• Build the SMB onboarding program from scratch
• Own onboarding for every new SMB account
• Define the 30-60 day adoption path for revenue-driving features
• Stand up and run the scaled support motion including office hours and webinars
• Define the SMB growth model and growth-signal automations
• Build growth- and churn-signal automations in Planhat
• Partner one-to-one with highest-growth accounts to uplift them to Mid-Market
• Build the graduation handoff with Account Management
• Own renewals and upsells for SMB organizers
• Champion the customer voice internally

Required qualifications

• 2-4 years of experience in scaled customer success, customer success operations, solutions engineering, onboarding, or lifecycle automation
• Strong technical acumen with tools like Planhat, Lightdash, Claude, ChatGPT, Gemini, Hubspot, and Iterable
• Track record of building and improving processes end-to-end
• Comfort owning commercial outcomes and leading renewal and upsell conversations
• Clear, intentional communication
• High ownership and organization

Nice to have

• Experience working with event organizers, creators, marketplaces, ticketing platforms, or community-led businesses
• Built lifecycle or email automation programs, or run webinars and live programming
• Personally helped customers launch, hit early revenue milestones, or graduate into higher service tiers
• Genuinely love events and the people crazy enough to build their lives around bringing people together

About the company

Posh enables anyone to build an IRL community based on shared interests. The platform was founded by event organizers to help launch, monetize, and find IRL communities.