SMB/Growth Hybrid CSM

Description Summary: The SMB/Growth Hybrid CSM supports the success, adoption, and retention of M3’s small-to-mid-size business (SMB) customers and Growth customers through a combination of proactive digital engagement and personalized account management. This hybrid role bridges technology-driven customer success programs with direct relationship-based support, ensuring customers achieve value at scale while maintaining a personal touch for accounts with higher complexity or growth potential.Reporting to Manager – CS Systems & Analytics, this position serves as a Digital Success CSM and a CSM for Growth customers. The Hybrid CSM will be hands-on across systems, analytics, renewals, and engagement strategies.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

• Manage a blended portfolio of digital and hybrid SMB/Growth customers, balancing automated engagement with personalized outreach.
• Focus on retention of M customers.
• Leverage customer data, health scores, and adoption trends to drive proactive communication and retention strategies.
• Conduct regular check-ins and success reviews for hybrid accounts requiring tailored guidance.
• Coordinate with Marketing and CSM team members to align lifecycle messaging and digital journey touchpoints.
• Support onboarding and training to ensure customers adopt M3’s systems effectively and understand best practices.
• Partner with the CSM team to execute customer lifecycle activities, including renewals, expansion, and risk mitigation.
• Collaborate cross-functionally with Implementation, Support, Renewals, and Product to deliver a seamless customer experience.
• Provide customer feedback and insights to improve digital programs, processes, and product enhancements.
• Utilize Client Success tool to manage account health, track activities, and maintain documentation.
• Contribute to the development of playbooks, templates, and automation rules that enhance scalability across the SMB/Growth segment.
• Assist with renewal readiness and contract conversions from month-to-month to annual or multi-year agreements as needed.
• Identify upsell and cross-sell opportunities within assigned accounts.
• Support customer advocacy and satisfaction efforts, contributing to NPS and CSAT improvements.

Education/Training/Experience:

• 5-7 years of experience in customer support, account management, or a similar role, preferably in a Saas environment.
• Degree in Business, Communications, or a related field is preferred, or an equivalent combination of education and experience.
• Strong analytical and communication skills with an ability to interpret customer data and convert insights into action.
• Self-starter with strong attention to detail and ability to manage multiple tasks in a fast-paced, digital-first environment.
• Hospitality experience is preferred.

Skills & Abilities Required:

• Customer Focus: Actively engages customers to ensure satisfaction and adoption.
• Digital Agility: Leverages technology to automate and scale customer interactions.
• Collaboration: Works cross-functionally with teams to deliver consistent customer experience.
• Analytical Thinking: Uses data to guide proactive customer retention management.
• Adaptability: Thrives in a dynamic environment supporting both digital and hybrid customers.
• Eager to learn, adapt, and develop toward higher-level responsibilities.
• Ability to work independently and as part of a team in a fast-paced environment

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to lift and move light to moderate items occasionally without reasonable accommodation

Important Note for Applicants:

We are currently able to hire applicants residing in the following U.S. states:

• Alabama (AL)
• Arizona (AZ)
• Colorado (CO)
• Florida (FL)
• Georgia (GA)
• Iowa (IA)
• Louisiana (LA)
• Michigan (MI)
• Missouri (MO)
• North Carolina (NC)
• Ohio (OH)
• South Carolina (SC)
• Tennessee (TN)
• Texas (TX)

We are unable to consider candidates residing outside of these states or internationally at this time.