Customer Success Manager – SMB

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $65k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Balto

WebsiteLinkedInAll Job Openings

1 - 10 employees

👥 B2C

🛍️ eCommerce

🧘 Wellness

B2C • eCommerce • Wellness

Balto is a French pet care brand focused on improving dogs' wellbeing through veterinary-formulated supplements, kibble, and treats. The company sells directly to consumers via its online shop, highlights scientific formulation and GMP+ certification, and promotes products for joints, skin, digestion, dental hygiene, and relaxation. Balto emphasizes customer satisfaction with high Trustpilot ratings, a loyalty program (Club Balto), and claims to have helped over 75,000 dogs.

📋 Description

• Own a book of 60 SMB accounts totaling approximately $1.5M • Manage the full renewal process for every account in the portfolio • Drive retention, expansion, and product adoption • Build relationships with customers and key stakeholders • Lead customer communications, including check-ins, business reviews, and renewal conversations • Understand customer goals, needs, and success metrics • Run automated customer plays for onboarding, adoption, and re-engagement • Use AI tools to draft, review, and personalize customer communications • Contribute to scaled programs such as weekly tips emails, live office hours, and a customer community • Identify patterns and suggest plays, content, or automations benefiting multiple customers • Support customers with resources, guidance, and best practices • Help customers measure and communicate Balto’s value, ROI, and performance impact • Partner with internal teams to support customer success • Identify and pursue expansion opportunities through additional licenses and product add-ons • Propose pricing, product expansions, and terms with internal stakeholders • Identify customer risks, roadblocks, and adoption challenges using AI-driven health scores and signals • De-escalate issues and coordinate solutions • Track customer health, usage, and engagement to prevent churn and improve outcomes

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role • Experience managing SMB or mid-market customer relationships, ideally in a scaled or tech-touch model • Strong written and verbal communication skills • Strategic and detail-oriented thinking style • Strong organization and time management skills • Ability to analyze customer usage data and identify trends • Hands-on experience using AI tools such as Claude or ChatGPT in daily work • Experience building or running automated playbooks in a customer success platform such as ChurnZero, Gainsight, or similar • Experience with change management and adoption initiatives • Working knowledge of Excel and comfort with basic data analysis • Empathetic, customer-first mindset with a passion for delivering value • Ability to work anywhere in the U.S.

🏖️ Benefits

• Medical • Dental • Vision • 401(k) • Unlimited PTO • Learning stipends • Fully remote work • Career growth paths toward Senior Customer Success Manager, Enterprise Customer Success Manager, and Leadership

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