Customer Success Manager (BOG)

Job Summary

As a Customer Success Manager, you'll be the primary advocate for a large portfolio of small business clients, responsible for enhancing their overall experience. This role suits a digitally-savvy, operationally-focused CSM who is dedicated to driving scalable impact and excels in a customer-centric environment. You will identify trends, pinpoint risks and opportunities, and collaborate with various teams to continuously refine the customer journey.

Key Responsibilities

• Customer Relationship Management: Maintain strong relationships across a high-volume book of business by proactively monitoring account health, driving value, and ensuring successful renewals and product adoption.
• Digital-First Execution: Leverage the client’s digital touch infrastructure—including automated campaigns, lifecycle content, and in-platform messaging—to manage client engagement at scale.
• Customer Health Monitoring: Use platform usage data and customer feedback to identify risks, spot trends, and prioritize outreach and support.
• Insights & Optimization: Share customer insights with internal teams to help optimize self-serve content, onboarding experiences, and product fit for users.
• Cross-Functional Collaboration: Work closely with Customer Service, Operations, Product, and Marketing to refine digital CS touchpoints and support continued innovation.
• Process Efficiency: Recommend and implement process improvements that support operational scale and customer experience quality across the assigned segment.
• Onboarding & Enablement Support: Own and continuously improve the onboarding experience for clients to ensure rapid time-to-value.
• Segment Growth Support: Surface opportunities for customer expansion, upsell, or referral based on usage signals and satisfaction indicators.

Qualifications

• Advanced, near-native English proficiency is required.
• 3–5+ years of experience in Customer Success, Account Management, or a client-facing role within a SaaS or technology company.
• Experience supporting small businesses or long-tail accounts, ideally in a digital-first or one-to-many format.
• Strong understanding of customer health metrics and digital engagement tools (e.g., SalesLoft, Gong, Salesforce, Braze).
• Proven ability to drive impact across a high-volume account book with minimal 1:1 interaction.
• Excellent written and verbal communication skills.
• Analytical and data-driven with a mindset of continuous improvement.
• Adaptable, proactive, and able to thrive in a fast-paced, evolving environment.
• Sales experience or commercial acumen is a plus.