SMB Customer Success Manager

Location: Hybrid/In Office in Lehi, Utah or Cedar Park/Round Rock, Texas.
*This role is eligible for REMOTE work; however, candidates must reside in one of the following states: Utah, Texas, Tennessee, Florida, North Carolina or Alaska
Team: Customer Success

The SMB Customer Success Manager (CSM) at SalesRabbit plays a mission-critical role in helping our SMB customers achieve lasting success with our platform. You’ll be responsible for managing a high-volume portfolio of small and mid-sized customers, ensuring each customer is fully supported after onboarding, remains engaged, is retained, and continues to grow.

You will operate within an established digital customer success model, utilizing SalesRabbit’s automated touchpoints, onboarding flows, lifecycle email campaigns, and data-driven processes to deliver value and drive adoption at scale. Your focus will be on executing best practices, responding to customer inquiries, and proactively managing accounts within a well-defined digital CS framework.

You’ll blend empathy, systems thinking, and strong communication skills to make every SMB customer feel supported and successful.

Who We Are: SalesRabbit is the leader in field sales, operating as the only fully integrated field sales management platform, continuously evolving enterprise-ready selling solutions.

Where We’re Headed: HQ in Lehi, Utah, with a new location near Austin, Texas and with 100 employees, SalesRabbit continues to grow and establish itself as the leading solution for field sales teams and organizations.

The Secret to Our Success: We put our employees first. Along with competitive pay and benefits, we offer our employees all the comfort you’d expect from a high-growth SaaS company.

To be a great fit at SalesRabbit, you should:

• Have a strong sense of curiosity and love improving processes
• Be both humble and confident—comfortable leading, but always learning
• Thrive in a fast-moving, high-growth environment
• Love customers and helping them succeed
• Be willing to roll up your sleeves and help

Responsibilities:

• Manage a large portfolio of SMB customers, delivering value, ensuring retention, and driving growth
• Execute and support established digital-first CS programs, including automated touchpoints, onboarding flows, and lifecycle campaigns
• Respond to customer inquiries and provide solutions within the digital customer success experience
• Monitor customer health, engagement signals, and feedback to drive proactive interventions
• Collaborate closely with an assigned Customer Account Manager (CAM) on renewals, expansions, and account planning activities
• Be a trusted product advisor—communicating value, sharing best practices, and ensuring alignment to customer goals
• Surface product feedback and patterns to the product and support teams
• Perform other duties as assigned to support the needs of SMB customers and the broader Customer Experience organization
• Travel to customer and industry events may be required, up to 15% of the time

Requirements:

• 2 years in a SaaS Customer Success role, specifically working with SMB accounts at scale
• Demonstrated experience managing a large customer portfolio (100s of accounts)
• Familiarity with digital customer success programs and customer engagement tools (e.g., Gainsight, ChurnZero, Planhat, or similar)
• Ability to adapt to change
• Technical aptitude—you’re confident navigating platforms, troubleshooting issues, and guiding customers through technical topics
• Excellent communication, both written and verbal
• Data-oriented mindset—comfortable using metrics to track customer health and engagement

Benefits:

• 10 paid holidays
• 20 days of PTO
• 401(k) 100% matching up to 4% of salary (vesting is immediate)
• Company phone plan covering service for employee and spouse/child
• Onsite gym
• Fully stocked break room and weekly catered lunches
• Corporate passes
• Women’s group

SalesRabbit is proud to be an equal opportunity employer and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

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