Customer Success Manager (SMB)

Beamer + Userflow: Building the All-in-One Toolkit for Product Success

Welcome to Beamer and Userflow, two innovative teams united by a shared mission: to empower product-led growth (PLG) companies. We're on the lookout for talented individuals who are passionate about transforming the way product teams work and thrive. If you're driven by creating exceptional software and equipping teams with powerful, no-code tools, then you're in the right place. Join us in our journey to revolutionize user engagement and product growth.

About The Role

We are seeking a dynamic SMB Customer Success Manager (CSM) to join our team at Userflow. This role will combine digital engagement strategies with personalized account management to drive success for our Small to Medium Business (SMB) clients. You will work closely with technical buyers to ensure customer satisfaction, foster strong relationships, and maximize product adoption through both digital and direct interactions.

What You'll Do

• Digital Onboarding & Training: Lead new SMB clients through a seamless digital onboarding experience, utilizing online resources, webinars, and training modules to ensure they are equipped to use Userflow effectively.
• Technical Account Management: Manage a portfolio of SMB accounts, providing tailored support and guidance through both digital channels and direct communication, particularly for technical buyers.
• Proactive Engagement: Conduct regular check-ins and virtual business reviews with clients to assess their needs, gather feedback, and identify opportunities for product expansion and deeper engagement.
• Customer Advocacy: Act as the primary point of contact for SMB clients, advocating for their needs within Userflow and providing technical solutions to enhance their experience.
• Utilize Digital Tools: Leverage CRM systems, customer success software, and digital communication tools to monitor account health, track engagement metrics, and identify potential risks or opportunities.
• Technical Expertise: Collaborate with clients on technical aspects of Userflow, assisting with integration, feature utilization, and troubleshooting to meet their specific requirements.
• Collaboration: Work closely with Sales, Product, and Support teams to ensure alignment on customer goals and facilitate the sharing of customer insights to drive continuous improvement.
• Feedback Loop: Gather and analyze customer feedback through digital surveys and direct interactions, using insights to inform product development and service enhancements.
  
  

What You Bring

• Bachelor's degree in Business, Marketing, Computer Science, or a related field.
• 3+ years of experience in customer success, account management, or a related role, with a focus on SMB clients.
• Strong technical acumen with the ability to communicate effectively with technical buyers and understand their needs.
• Excellent digital communication skills and the ability to engage effectively through virtual platforms.
• Proven ability to manage multiple accounts and prioritize tasks in a fast-paced environment.
• Data-driven mindset with experience in analyzing customer metrics and feedback.
• Passion for customer success and a proactive approach to problem-solving.
• Familiarity with CRM tools, customer success software, and digital engagement platforms.
• Experience in product-led growth (PLG) environments and familiarity with startup dynamics is preferred.
  
  

What You'll Get

• Competitive salary and benefits.
• We are profitable and in growth mode.
• We're early stage. You will undoubtedly make an impact, learn a lot, and grow a lot.
• We've built a product that our customers LOVE and we're empowering product managers and marketers to build better products (i.e. we're doing work that matters!).
• We have a people-first culture and our CEO has led four companies to successful exits.
  
  

Why Join Us?

At Beamer and Userflow, you'll be shaping the future of product-led growth alongside a passionate team dedicated to making a real impact. Your work will directly contribute to the success of our customers, leveraging cutting-edge technology to build best-in-class solutions. Our collaborative culture fosters a fun, open, and supportive work environment where everyone's voice is heard. If you're ready to build something amazing and drive meaningful change in the PLG space, we're hiring. Come join us and be part of our exciting journey!