Client Success Manager - SMB/MM

Switchboard Hiring is conducting interviews and managing the hiring process for this role on behalf of our client, a global company and established provider of AI-powered financial automation software.

This is not a traditional keep-them-happy account management role. As a Customer Success Manager – Expansion, you will own revenue growth within a book of small and mid-sized business (SMB) and mid-market accounts. Your clients are business professionals, not technologists: they rely on you to understand the product deeply, explain it in plain language, and show them new ways to get value from it. Every one of those conversations is a chance to grow the account, and you will be expected to find it, pursue it, and close it.

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  Own a portfolio of SMB and mid-market customer accounts with a focus on expansion: identifying, developing, and closing upsell and cross-sell opportunities

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  Drive account growth through consultative selling: uncovering unmet needs, demonstrating value, and turning satisfied customers into larger customers

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  Serve as the primary point of contact for your accounts, guiding non-technical users through onboarding, adoption, and day-to-day usage in clear, jargon-free language

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  Carry information in both directions: gather customer needs and pain points and translate them into structured, actionable feedback for internal product and technical teams, then translate technical updates back into plain language for customers

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  Monitor account health and usage signals to spot growth opportunities as well as churn risk

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  Partner with sales, support, and product teams to ensure a seamless customer experience

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  Become a product expert who can explain technical concepts in ways anyone can understand

• A sales-minded customer success professional: you have a track record of growing existing accounts, not just retaining them

• Experience in customer success, account management, or sales at a B2B SaaS (or similarly technical) company

• Proven ability to build trust with non-technical audiences and make complex technology feel simple

• Comfortable and credible when working with internal technical teams, relaying customer feedback in a form they can act on

• Strong communicator, in writing and on calls, with a warm, consultative selling style

• Experience managing SMB or mid-market portfolios, where growth comes from moving quickly across many accounts rather than farming a handful of enterprise logos

• Organized self-starter who can manage a high volume of accounts independently in a remote environment

• Comfortable carrying a number: growth targets motivate rather than intimidate you