• Build trusted relationships with customers, learning how each one works and where they want to go. • Plan and guide new customers through implementation, onboarding, and training. • Support existing customers by answering questions, highlighting new features, and running Quarterly Business Reviews. • Contribute to support systems, such as in-product guides, webinars, and our Help Center. • Work closely with other departments to bring the customer voice into the product roadmap and strategy. • Identify expansion and referral opportunities through the relationships you build and think creatively about how to act on them. • Track the numbers that matter, like churn, time to first value, and net promoter score. • Experiment with new strategies, tools, and AI to help customers (and yourself) to work smarter. • Always keep our value of Delighting Customers top of mind.

• Build trusted relationships with customers, learning how each one works and where they want to go. • Plan and guide new customers through implementation, onboarding, and training. • Support existing customers by answering questions, highlighting new features, and running Quarterly Business Reviews. • Contribute to support systems, such as in-product guides, webinars, and our Help Center. • Work closely with other departments to bring the customer voice into the product roadmap and strategy. • Identify expansion and referral opportunities through the relationships you build and think creatively about how to act on them. • Track the numbers that matter, like churn, time to first value, and net promoter score. • Experiment with new strategies, tools, and AI to help customers (and yourself) to work smarter. • Always keep our value of Delighting Customers top of mind.

• Build trusted relationships with customers, learning how each one works and where they want to go. • Plan and guide new customers through implementation, onboarding, and training. • Support existing customers by answering questions, highlighting new features, and running Quarterly Business Reviews. • Contribute to support systems, such as in-product guides, webinars, and our Help Center. • Work closely with other departments to bring the customer voice into the product roadmap and strategy. • Identify expansion and referral opportunities through the relationships you build and think creatively about how to act on them. • Track the numbers that matter, like churn, time to first value, and net promoter score. • Experiment with new strategies, tools, and AI to help customers (and yourself) to work smarter. • Always keep our value of Delighting Customers top of mind.

• Manage, coach, and develop a team of 2–3 SMB Customer Success Managers. • Build a performance culture grounded in clear metrics, regular feedback, and accountability. • Hire and onboard future team members as the SMB segment grows. • Design and operationalize a digital-first CS motion that drives adoption, retention, and expansion across a high-volume SMB customer base. • Build and optimize automated lifecycle programs — onboarding sequences, health-based triggers, renewal campaigns, and re-engagement workflows — using tools like Salesforce, HubSpot, or equivalent. • Develop and maintain a library of digital touchpoints including in-app messaging, email nurture sequences, self-serve onboarding resources, and video content. • Identify where human intervention adds the most value and design the motion accordingly, protecting CSM time for the highest-impact moments. • Own GRR and NRR targets for the SMB segment. • Monitor customer health signals and ensure the team is proactively addressing risk before it becomes churn. • Partner with Account Managers to identify expansion and upsell opportunities within the SMB base. • Establish and track leading indicators that predict renewal outcomes 60–90 days in advance. • Build and maintain dashboards that give CS leadership real-time visibility into team performance, customer health, and segment-level risk. • Define and track the KPIs the team is measured 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.