Customer Success Manager – SMB

Role Overview

Customer Success Manager, SMB will own a book of 60 SMB accounts and help each one get real results from Balto. The role is fully remote, U.S. only, and is a full-time position. The manager will be instrumental in facilitating ongoing business and fostering lasting partnerships.

What You Will Do

The Customer Success Manager, SMB will be responsible for managing a portfolio of new and existing customers, making sure they have the help, resources, and insights they need to get the most out of Balto. Key responsibilities include customer relationship management, scaled engagement and automation, adoption and value delivery, renewal and expansion, and problem solving and risk management.

Why It Might Be a Fit

The ideal candidate will be an empathetic, organized, and driven customer success professional with 3+ years of experience in Customer Success, Account Management, or a related customer-facing role. They will thrive on building trust and strong customer relationships, enjoy solving problems and removing obstacles for customers, and be proactive, organized, and comfortable managing a large portfolio of accounts.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role
• Experience managing SMB or mid-market customer relationships, ideally in a scaled or tech-touch model
• Strong written and verbal communication skills
• Strategic and detail-oriented thinking style
• Strong organization and time management skills
• Ability to analyze customer usage data and identify trends
• Hands-on experience using AI tools (such as Claude or ChatGPT) in your daily work
• Experience building or running automated playbooks in a customer success platform such as ChurnZero, Gainsight, or similar
• Experience with change management and adoption initiatives
• Working knowledge of Excel and comfort with basic data analysis
• Empathetic, customer-first mindset with a passion for delivering value

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Unlimited PTO
• Learning Stipends