Manager of SMB Customer Success

AirSlate is a global SaaS technology company that develops no-code workflow automation, electronic signature, and document management solutions.

Role Overview

The SMB Manager of Customer Success will lead a team of SMB CSMs in the Philippines, overseeing the entire customer lifecycle from onboarding to renewal and expansion.

Responsibilities

• Manage a team of SMB CSMs responsible for onboarding, escalations, renewals, and expansion.
• Hold weekly one‑on‑one coaching sessions to guide CSMs toward their objectives.
• Continually assess and improve the process, strategy, and motion of the SMB customer success team.
• Forecast churn, downsell, and expansion revenue each quarter.
• Build and launch repeatable playbooks for the SMB CSM team.
• Partner cross‑functionally with Sales, Product, and Support to improve the end‑to‑end customer experience.

Qualifications

• 2+ years ma...