SMB Success Senior Manager

📋 Description

• Lead and coach SMB Retention Specialists to reduce churn.
• Manage end-to-end renewal cycle to hit monthly/quarterly targets.
• Identify at-risk accounts via data analysis; implement save plans.
• Collaborate with Sales & Account Management for seamless handoff.
• Optimize renewal process; remove bottlenecks in negotiations.
• Drive upsell and cross-sell during retention to boost LTV.
• Monitor KPIs like NRR and Churn; report to leadership.
• Refine negotiation playbooks; empower team to handle objections.
• Conduct regular 1:1 coaching to develop skills.
• Escalate complex negotiations with high-value SMBs when needed.
• Live the mission: promote wellbeing and work-life balance.

🎯 Requirements

• Leadership in Sales/Account Management/CS focused on retention & renewals.
• SMB dynamics; manage high-volume accounts effectively.
• Negotiation and objection handling; meet/exceed retention KPIs.
• Strong team management; coach contributors; collaborative.
• Analytical; use CRM data (Salesforce) to forecast renewals.
• Advanced English; collaborate with global teams.
• Excellent communication; influence internal/external stakeholders.
• SaaS experience and sales or CS certifications are a plus.

🎁 Benefits

• WELLHUB: Free Gold+ membership with gym access and wellness resources.
• WELLZ: Emotional wellbeing program with therapy sessions.
• HEALTHCARE: Health, dental, and life insurance.
• FLEXIBLE WORK: Hybrid and remote options; home office stipend.
• FLEXIBLE SCHEDULE: Flexible schedules aligned to time zones.
• PAID TIME OFF: Vacations after 6 months; extra days per year.
• PAID PARENTAL LEAVE: 100% paid parental leave.
• CAREER GROWTH: Access to learning platforms and internal opportunities.
• CULTURE: Learn about our culture at our careers page.