Small Improvements

Role Description In this role, your focus is split: - 70% – Consultative Discovery & High-Touch Management - Discovery Conversations: Participate in early conversations with prospective customers to understand how teams operate, what they're trying to achieve, and where they need support. You're focused on alignment and long-term success, not just initial fit. - End-to-End Ownership: Own the customer journey from early conversations through onboarding and beyond, ensuring what is discussed is actually implemented and delivers value. - Trusted Partner: Act as the primary partner for your book of business, helping customers connect their goals to outcomes, driving renewals, and identifying opportunities to expand impact. - Customer Insight → Action: Surface patterns, challenges, and opportunities across your accounts and use those insights to influence both your approach and how we evolve as a company. - 30% – Digital CS & Scaling - Build from What Works: Take what you see working across your customers and turn it into scalable programs, resources, and workflows. We don't start with automation; we build from proven patterns. - Design for Coverage: Create digital experiences that support customers without a dedicated CSM, ensuring they still feel guided at the right moments. - Scalable Knowledge: Turn common questions and friction points into clear, reusable assets (videos, guides, automated messaging) that reduce manual effort over time. - Process Evolution: Partner with our US and Berlin teams to continuously refine how we drive retention, adoption, and growth across all segments. We're likely a good fit if: - You build meaningful, long-term relationships with customers and go above and beyond to partner with them, caring deeply about their success with our tool. - You're comfortable engaging with customers at all levels, developing trust, driving alignment, and translating goals into outcomes. - You're highly adaptable and self-starting, always looking for ways to improve how you work. You're comfortable with risk and uncertainty, and thrive working with team members across different cultures, time zones, and countries. - You think beyond individual accounts. You take what you learn from customer conversations and turn it into scalable programs, resources, and workflows that support customers without a dedicated CSM, ensuring they still feel guided and successful. - You think beyond day-to-day customer work. You bring a point of view on what you're seeing across your accounts and use that to influence how we improve the product and overall customer experience. - You're excited to work as part of a single Customer Team, without traditional handoffs between sales, implementation, and success. We might not be a good fit if: - You prefer strict boundaries between Sales, Implementation, and Customer Success. - You prefer staying in high-level conversations without getting involved in how ideas are implemented. - Your instinct is to automate before understanding what works in practice. - You're looking for a defined playbook for every scenario. Qualifications - 2–3 years in Customer Success or Account Management in B2B SaaS. - Outcome-Oriented: Focus on what customers are trying to achieve, not just how they use the product. - Builder Mindset: Look for patterns across your work and think about how to make things more efficient over time. - Comfort with Ambiguity: Comfortable figuring things out as you go, testing approaches, and refining based on what works. - Data-Informed Thinking: Use data to guide your decisions and tell a clear story. - Tech Savvy: Comfortable working across tools like Vitally, HubSpot, and Intercom. Benefits - Base Salary: $70,000 - $75,000 - Remote & Flexible: Remote-first company focused on results, with a flexible schedule. - Health & Wellness: Comprehensive Medical, Vision, and Dental coverage + an annual $1,200 wellness budget. - Time Off: 21 days of paid vacation (increasing with tenure) + 10 public holidays. - Growth: An annual $3,500 learning and development budget. - Home Office: A $500 budget to set up your remote workspace. Company Description Small Improvements helps companies like Trivago, Blue Bottle Coffee, Whoop, and Zapier build feedback and performance processes that teams actually use, from day-to-day conversations to reviews, goals, and development. We're a small, thoughtful team of 19, mainly based in Berlin with colleagues in the US. We care deeply about building a product that solves real problems for our customers while staying simple and human.