SMB Manager of Customer Success

airSlate is a global SaaS technology company that develops no-code workflow automation, electronic signature, and document management solutions. We are looking for an experienced SMB Manager of Customer Success team in the Philippines.

Requirements

• Manage a team of SMB CSMs responsible for onboarding, escalations, renewals, and expansion
• Hold weekly 1:1s to coach and guide CSMs toward their targeted objectives
• Continually assess and improve the process, strategy, and motion of our SMB customer success team
• Predictably forecast Churn, Downsell, and Expansion revenue each quarter
• Build and launch repeatable playbooks for the SMB CSM team
• Partner cross-functionally with Sales, Product, and Support to improve the end-to-end SMB customer experience
• 2+ years managing a sales or account management team responsible for expansion and renewals
• Detail-oriented systems thinker with a bias for building scalable, repeatable processes
• Hands-on experience leveraging AI to improve efficiency, automation, and reduce manual, repetitive workload across sales or CS teams
• Proven track record of building out repeatable processes for sales and renewals motions
• Proficiency in data-driven decision making using Salesforce and other BI reporting tools
• Strong coaching mindset and ability to develop CSMs toward clear, measurable outcomes
• Excellent written and verbal English communication skills

Benefits

• Flexible working environment
• Competitive compensation
• Professional growth and learning
• Health and well-being
• Family-friendly culture
• Giving back
• Open communication