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SMB Manager of Customer Success

1 month, 3 weeks ago
Philippines
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
airSlate

airSlate

airSlate provides document workflow automation solutions with intuitive design, secure eSignatures, and customizable no-code Bots for streamlined business processes.

Professional Services
251-1K
Founded 2006
$182M raised
View All Jobs 16

Description

  • Manage a team of SMB Customer Success Managers responsible for onboarding, escalations, renewals, and expansion.
  • Hold weekly 1:1 meetings to coach and guide CSMs toward their targeted objectives.
  • Assess and improve the process, strategy, and operating motion of the SMB customer success team.
  • Forecast churn, downsell, and expansion revenue on a quarterly basis.
  • Build and launch repeatable playbooks for the SMB CSM team.
  • Partner cross-functionally with Sales, Product, and Support to improve the end-to-end SMB customer experience.
  • Own the SMB customer lifecycle from onboarding and implementation through renewals and expansion.
  • Provide deeper oversight and strengthen coaching resources to improve team performance.

Requirements

  • 2+ years of experience managing a sales or account management team responsible for expansion and renewals.
  • Detail-oriented systems thinker with a bias for building scalable, repeatable processes.
  • Hands-on experience using AI to improve efficiency, automation, and reduce manual, repetitive work across sales or customer success teams.
  • Proven track record of building repeatable processes for sales and renewals motions.
  • Proficiency in data-driven decision making using Salesforce and other BI reporting tools.
  • Strong coaching mindset and ability to develop CSMs toward clear, measurable outcomes.
  • Excellent written and verbal English communication skills.
  • Experience working in a remote or globally distributed team environment (preferred).

Benefits

  • Flexible working environment with remote and hybrid options across multiple countries.
  • Competitive compensation with salaries aligned to local market conditions and experience.
  • Performance-based bonus system.
  • Professional growth and learning support, including courses, conferences, and learning resources.
  • Internal mobility and career growth opportunities within airSlate.
  • Comprehensive health and well-being benefits, including health coverage, wellness programmes, and fitness options.
  • Quarterly company-wide Mental Health Days.
  • Family-friendly policies and flexibility for parents, plus company-wide family days and pet-friendly support.

Interested in this position?

Apply directly on the company website

Apply Now

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