Offer summary

Qualifications:

2+ years in a B2B SaaS Customer Success or Account Management role, Strong communication, organizational, and multitasking skills, Experience with CS platforms and CRM systems, Proactive and collaborative with a focus on improving customer outcomes..

Key responsibilities:

Manage a portfolio of small to mid-sized business accounts

Engage customers through automated communications and strategic check-ins

Monitor customer health and usage to trigger timely interventions

Identify churn risks and expansion opportunities while collaborating cross-functionally.

Job description

SMB Customer Success Manager

Location: Remote (US-based preferred)

Department: Customer Success

Reports to: Director of Customer Success

Purpose

To drive adoption, value realization, and retention for a high-volume book of SMB clients using scalable, digital-first engagement methods.

Mission & Goals

Support a broad customer base with high efficiency
Improve platform adoption, maximize customer satisfaction and product adoption
Reduce churn through proactive, scalable outreach
Identify and act on opportunities for renewal and expansion
Act as a trusted strategic advisor

Responsibilities

Own a large portfolio of small to mid-sized business accounts
Engage customers through automated communications, success reviews, strategic check-ins and campaigns
Monitor usage and customer health to trigger timely interventions
Collaborate cross-functionally to resolve issues and deliver customer value
Identify churn risks and expansion opportunities, surface cross-sell opportunities to Sales

Main Tasks

Send scaled success communications and best practice updates
Track adoption and engagement metrics to drive product utilization
Deliver periodic live/digital check-ins to keep customers engaged and informed
Execute renewal and expansion opportunities
Document customer interactions, success plans, and engagement history using CS tools

Qualifications

2+ years in a B2B SaaS Customer Success, Account Management, or similar client-facing role
Strong communication, organizational, and multitasking skills
Experience with CS platforms (e.g., Gainsight, ChurnZero), CRM systems, and usage analytics
Comfortable using segmentation, data insights, and playbooks to guide decisions
Proactive, collaborative, and driven to improve processes and customer outcomes
Collaborative spirit with a bias toward action, efficiency, and continuous improvement

About Gravyty

At Gravyty, we are redefining how higher education, K-12, and nonprofits engage students, alumni, and donors. Our AI-powered platform transforms engagement by breaking down data and technology silos, creating a seamless experience across the entire lifecycle—from student success to alumni and donor relationships. Trusted by over 2,750 institutions and organizations, Gravyty powers more than 25.5 million interactions annually, driving better outcomes, greater efficiency, and stronger connections.

Our global team of 150+ passionate professionals is united by a shared commitment to innovation, excellence, and making a real impact. If you’re looking to be part of a dynamic, purpose-driven company, Gravyty is the place for you.

We offer competitive benefits, employer-matched retirement plans, flexible time off, and a supportive environment where your contributions make a difference.

We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the hiring process, please let us know, and we will work with you to meet your needs.

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