SMB Customer Success Manager

Teramind is the leading platform for user behavior analytics, serving multiple use cases from insider risk mitigation to business process optimization. With our comprehensive suite of solutions, organizations gain unprecedented visibility into user activities while enhancing security, optimizing productivity, and ensuring compliance.Trusted by Fortune 500 companies and businesses of all sizes across industries, our innovative platform helps organizations protect sensitive data, maximize workforce performance, and create safer, more efficient digital workplaces. Through real-time monitoring and advanced analytics, we enable businesses to safeguard their most sensitive information while optimizing employee productivity in both in-office and remote work environments.

Our Core Values

At Teramind, our values drive everything we do. We embrace innovation as a fundamental principle, constantly pushing boundaries to improve our products, streamline processes, and enhance customer experiences. We foster resourcefulness by empowering our team members with the autonomy and confidence to solve problems independently while providing collaborative support when needed. As a globally inclusive organization, we celebrate diversity and create an adaptable work culture where respect and collaboration thrive across our international teams. Above all, we are committed to excellence, delivering the highest quality in every aspect of our work and consistently exceeding expectations in service to our clients and each other.

Position Overview:

As a Customer Success Manager for our SMB accounts, you will be responsible for building and nurturing relationships with our small and medium-sized customers. Your focus will be on ensuring they achieve success with our platform by driving product adoption, identifying opportunities for growth, and mitigating risk. You will work with many accounts to proactively manage customer health, retention, and adoption.

Your day-to-day:

• Serve as the primary point of contact for SMB customers, developing strong relationships and becoming a trusted advisor
• Guide new SMB customers through onboarding, ensuring they are set up for success and realize value as quickly as possible
• Drive product adoption and utilization by understanding customer goals, sharing best practices, and aligning product capabilities with business objectives
• Provide proactive and responsive support, addressing customer inquiries, helping troubleshoot issues, and collaborating with internal teams
• Leverage and contribute to Customer Success playbooks and processes to ensure consistent and scalable service across the SMB base
• Collect feedback and share insights with internal teams to influence product development and improve customer experiences
• Own the customer renewal process by proactively identifying and mitigating risks, managing renewal conversations, and ensuring high customer satisfaction and retention
• Identify opportunities for upsell and cross-sell within assigned customer accounts and work with Account managers to close the deal
• Monitor and analyze key metrics related to customer health, taking action on potential risks or areas of improvement
• Regularly engage with assigned customers, providing insights into their usage, demonstrating ROI, and aligning with future goals
• Deliver customer training sessions and enablement resources to ensure ongoing product success
• Maintaining the CRM up to date and completed
• Monitor, measure, and improve leading indicators of customer relationship health such as product use, engagement, NPS, and Customer Satisfaction

• 2+ years in a B2B customer-facing role, preferably in Customer Success or Account Management
• Proven ability to manage a large volume of customer accounts while maintaining a high level of service and engagement
• Proven experience with HubSpot, showcasing strong CRM skills to manage customer relationships and optimize marketing
• Experience with ChurnZero to monitor engagement, analyze churn metrics, and enhance customer retention
• Ability to analyze customer data, identify trends, and take action to improve customer outcomes
• Experience with subscription renewal management
• Extreme attention to detail, time management and organizational skills
• Effective communication and teamwork skills
• Willingness to roll up your sleeves and understand the finer technical points of the product
• Ability to have high-stakes conversations with a variety of stakeholders
• Outstanding proficiency in both spoken and written English
• Experience in the cybersecurity industry is a plus

At Teramind, we’re a collaborative, forward-thinking team where new ideas come to life, experience is valued and talent is incubated.

• Competitive salary with a focus on a global market
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Ongoing training and development opportunities

About our recruitment process:

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story.

You can expect up to 4 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.

All roles require reference and background checks
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.