Customer Success Manager II, SMB - Account Strategy

📋 Description

• Staff a high-volume Account Strategy line via phone and chat per SLAs.
• Lead consultative, value-based retention conversations for each customer.
• Navigate complex conversations including objections, pricing, and terms.
• Diagnose customer needs quickly and map the best path to growth.
• Document interactions, outcomes, and feedback with data hygiene.
• Leverage data and internal tools to inform retention strategies.

🎯 Requirements

• 2+ years in Account Management, Customer Success, or retention-focused roles.
• Experience in high-volume, queue- or case-based environments with SLAs.
• Comfort handling high-stakes, complex conversations with professionalism.
• Strong negotiation and influencing skills in live conversations.
• Operate independently while managing competing priorities in a fast-paced setting.
• Data-driven mindset with ability to interpret insights for real-time decisions.

🎁 Benefits

• Experience in account management, customer care, or churn prevention roles.
• Payments or credit card processing knowledge.
• Experience in SaaS or tech environments.
• Familiarity with Salesforce, Five9, Hex, ChiliPiper, G-Suite, Slack.
• Hospitality experience.