Sr. Customer Success Manager - San Francisco, CA

Job summary

We re looking for a Sr Customer Success Manager SMBMidMarket to design and run proactive customer success programs that measurably accelerate time-to-value improve adoption and drive net revenue expansion across a focused book of strategic SMBMM customers As a senior builderIC you ll own outcomes endtoend from onboarding and value realization to QBRs renewals and upsells while establishing the playbooks instrumentation and operating rhythm that can scale You ll partner closely with Product Growth and Member Care to turn insights into repeatable motions and proof points for future team expansion If you love turning customer outcomes into revenue outcomes this role is for you
Here Are Some Things You ll Do Own a strategic SMBMM book of business driving customer success through adoption renewals and growth with strong retention and expansion results Deliver a standout onboarding experience that helps customers activate quickly and see value early Design an
run proactive engagement programs like onboarding tuneups adoption campaigns or renewal prep in partnership with our Digital Programs Lead testing iterating measuring what works Build smart efficient CS systems powered by data AI forecasting retention creating maintaining QBR templates tracking health guiding conversations maintain clear dashboards follow milestones Grow your expansion pipeline disciplined forecasting communication opportunities risks Champion advocacy collaborating community team turn stories references reviews case studies Share insights product growth strategy highlighting churn risks feature gaps improvement Document playbooks best practices scale pave way future CSMs Must haves Ownership Initiative take pride building improving designing programs setting goals delivering results collaboration openly teams Commercial Mindset confident managing renewals expansions SMBMM environment balancing business outcomes genuine advocacy Customer Growth Focus know how turn insights action driving feature adoption accelerating timevalue helping realize measurable success AI Confidence use tools thoughtfully scale research personalize communication streamline prep grounded accuracy privacy human connection Analytical Clarity focus what matters most data guide priorities communicate tradeoffs clearly Storytelling turn insights simple compelling stories teammates leaders align Forecasting maintain clean consistent renewal expansion forecasts identify risks collaborate solve Here Is What Is Needed years experience Customer Success Account Management including work SMB Mid Market customers managed broad portfolio around accounts understand balance scale personal connection Direct experience owning renewals expansions measurable impact NRR know identify opportunities tell strong value story close confidence Design refine customer programs deliver clear results repeatable wins Set lightweight forecasting systems maintaining pipeline visibility track performance accuracy accountability Comfortability CRM CS platforms Salesforce HubSpot Gainsight ChurnZero similar experimenting AIassisted tools improve efficiency Startup/scale experience whether building motion from 0→1 helping scale build structure curiosity resilience every phase growth The Good Stuff Missiondriven will joining more than just another startup members success heart everything do Impact move quickly encourage every employee push envelope best ideas come outofthebox thinking innovation be ready fail fast often Compensation We offer competitive salary meaningful equity grants Base pay $120k145k depending experience skills Benefits perks wellness program exceptional family leave policies employees foremost Our Core Values People first prioritize people explore opportunities work challenges Raise bar push greatness ourselves others ownership Let us make decisions confidence Love what we do bring passion work love create members Keep real authenticity respect transparency core The opportunity HoneyBook huge primary customers today creative businesses generate$150Brevenue per year US Founded San Francisco Tel Aviv has raised $498M funded Tiger Global Management Norwest Venture Partners Aleph Hillsven Capital OurCrowd Durable Capital Partners LP Vintage Investment Partners Battery Ventures Citi Ventures Zeev Ventures Advisors Follow Medium BuiltIn Instagram latest stories about HoneyBook Applicant Information When apply job independent contractoragent position with HoneyBook collect information provide connection application This includes name contact information professional credentials skills educational work history other included resume provided interviews which may recorded This may also demographic diversity information voluntarily provide May also conduct background checks receive related information We use applicantsinformation facilitate recruitment activities process applications evaluating candidates monitoring recruitment statistics Use successful applicantsinformation administer employment independent contractor relationship May also use disclose applicantsinformation otherwise necessary comply relevant laws respond subpoenas warrants served HoneyBook protect defend rights property Privacy Policy here ndex.html

Job description