Customer Success Manager, SMB – Mid-Market

🕒 May 22

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Mention Me

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $25M Series B on 2022-01

Mention Me empowers brands to harness the exponential power of fans through referral.

📋 Description

• Own the day-to-day relationship for a portfolio of 30+ SMB and mid-market accounts, acting as their primary contact and trusted point of guidance. • Build strong, positive relationships with key stakeholders at each account, typically marketing managers, CRM leads, and digital teams. • Proactively check in with customers at regular intervals, not just when issues arise, to maintain engagement and understanding of their evolving needs. • Handle escalations with professionalism and urgency, coordinating internally to resolve issues quickly and keep customers confident. • Monitor product usage across your portfolio and identify customers who are underutilising the platform, creating targeted plans to improve adoption. • Run training sessions, walkthroughs, and check-in calls tailored to each customer’s use case and technical maturity. • Maintain clear success plans for each account that align platform capabilities to the customer’s business goals. • Own renewal outcomes for your portfolio, forecasting accurately and identifying at-risk accounts early enough to intervene effectively. • Proactively identify upsell and cross-sell opportunities and pass qualified leads to the Sales team with relevant context. • Reduce churn by building scalable, repeatable processes for engagement, health monitoring, and risk response across a large book of business. • Contribute to Net Revenue Retention (NRR) targets by keeping customers healthy, engaged, and growing. • Gather and consolidate customer feedback from across your portfolio and share structured insights with Product, Marketing, and Leadership. • Contribute to CSAT and NPS programmes, following up on responses and owning action plans at the account level. • Identify customers with strong outcomes who could contribute to case studies, testimonials, or referral programmes, and connect them with the Marketing team. • Maintain accurate, up-to-date records of customer activity, health scores, and account status in the CRM. • Continuously look for ways to improve how the team operates, building playbooks, improving templates, or suggesting better tooling. • Share learnings and best practices with colleagues to help raise the standard of the whole CS team.

🎯 Requirements

• 1–2 years of experience in a Customer Success, Account Management, or customer-facing role within a B2B SaaS company. • Comfortable managing a high-volume portfolio of accounts (30+) with varying levels of complexity and maturity. • Demonstrable experience driving product adoption and customer engagement, with examples of accounts you have turned around or grown. • Confident running calls, product walkthroughs, and training sessions independently. • Experience using a CRM (Salesforce, HubSpot, or similar) • Familiar with AI productivity tools and keen to adopt new technologies that improve efficiency and client outcomes. • Background in Martech, CRM, marketing automation, or data-driven marketing a strong advantage and will accelerate your ramp time significantly. • Experience working with SMB or mid-market customers, where speed, volume, and efficiency matter as much as depth of relationship. • Familiarity with advocacy, referral, or loyalty marketing concepts. • Organised and reliable: you manage a large, varied portfolio without things slipping through the cracks. • Proactive and energetic: you take the initiative, bring fresh ideas, and do not wait to be told what to do. • Strong communicator: clear and confident on calls and in writing, able to adapt your style to different audiences. • Problem-solver: you enjoy getting into the detail to understand what a customer really needs and finding the right answer. • Commercially aware: you understand the difference between a healthy account and an at-risk one, and you act accordingly. • Collaborative: you work well with Sales, Support, and Product, and you share what you learn with the wider team.

🏖️ Benefits

• Hybrid working • Private medical insurance with Vitality, including enhanced mental wellbeing support, dental and vision policies and a range of lifestyle benefits and great incentives • Life insurance • Two Celebration Days; additional time off for you to celebrate religious days, cultural events, birthdays, anniversaries, or any other significant day that’s important to you • Enhanced parental leave • 25 days annual leave (plus public holidays), increasing over your time as a Mentioneer • Up-to-date tech you’ll need (we love Macs)