Make your next big career move by applying as KMC Solutions next ASSOCIATE CUSTOMER SUCCESS MANAGER!
The Associate Customer Success Manager (SMB) is an entry-level individual contributor responsible for managing a high-volume portfolio of small business customers. This role serves as the primary post-sale point of contact, owning the customer relationship and gross revenue retention (GRR) through consistent execution of SOCi's defined customer engagement model.
The Associate CSM partners with customers to drive product adoption, engagement, and value realization while proactively identifying risks to retention. This role operates within established processes and playbooks, focusing on operational excellence, responsiveness, and effective execution
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a ASSOCIATE CUSTOMER SUCCESS MANAGER
- Execute the defined engagement model, including scheduled outreach, customer touchpoints, and programmatic engagement
- Proactively engage assigned SMB customers to drive platform usage, adoption, and value realization
- Establish and maintain customer relationships to achieve retention targets within assigned accountsTrack customer health metrics and escalate risks appropriately using defined processes
- Own retention outcomes (GRR) within assigned accounts and ensure customer readiness for renewal in partnership with Sales
- Surface expansion signals and opportunities to Sales based on customer usage and needs
- Maintain accurate account documentation, activity tracking, and reporting in CRM systems
- Follow established workflows for issue escalation and resolution
- Continuously build product, process, and industry knowledge
- Managing a high-volume portfolio of SMB customers
- Executing the defined customer engagement model, including cadence-based outreach, success planning, and customer communications
- Owning the customer relationship and acting as the primary point of contact for all customer needs and escalations
- Driving product activation and early adoption
- Monitoring customer health signals and identifying potential churn risks
- Escalating risks and coordinating issue resolution with internal teams
- Owning retention activities within the assigned book of business and partnering with Sales on renewal negotiations and contracts
- Identifying and surfacing potential expansion opportunities to the Sales growth team
- Conducting scalable outreach campaigns (email, webinars, digital engagement)
- Documenting customer interactions and insights in CRM systems
- Partnering cross-functionally with Implementation Services, Support, Product, and Sales
To apply, you must be an expert on the following requirements:
- Experience working with SMB customers in a SaaS environment or B2B
- Familiarity with CRM systems and customer health tools
- Exposure to retention or renewal processes
- 2+ years of experience in customer-facing roles (Customer Success, Account Management, Support, or related field)
- Experience managing multiple priorities in a fast-paced environment
- Strong written and verbal communication skills
- Basic understanding of SaaS business models or technology platforms
