About The Role

We’re looking for an SMB Account Success Leader to lead the charge in driving retention, growth, and customer value across our fastest-growing customer segment. This leader will oversee two distinct success motions across different plan types and team structures - owning both the operational rhythm and strategic direction for our SMB book of business. You’ll be responsible for driving Gross Revenue Retention, expansion within existing accounts, and pipeline generation. Think of this as a hybrid of customer success leadership, commercial strategy, and operational excellence - all anchored in a coaching-first mindset.

What You’ll Do

• Lead, coach, and inspire a team of Account Success Managers (ASMs) across multiple motions - ensuring consistent customer engagement, adoption, and value realization.
• Own the SMB retention number: drive proactive health management, renewal excellence, and growth with our customers. 
• Drive pipeline generation from the existing base through success-led outbound, usage expansion, and partner-assisted plays.
• Identify risk and execute retention and expansion plays across accounts, prioritizing customer health and happiness, while building scalable playbooks and success cadences (both automated and high-touch) tailored for the SMB segment.
• Coach the team to excellence: raise skill levels across communication, consultative selling, and customer management.
• Celebrate wins and build culture: drive a transparent, accountable, high-energy environment where everyone learns and grows.
• Implement strong process discipline across renewal tracking, adoption, and risk identification, while representing SMB Success in forecast planning and broader GTM leadership discussions.
• Collaborate cross-functionally with Sales, Marketing, Product, and Partnerships to align customer lifecycle, renewal, and expansion motions.
  
  

What You Bring to the Table

• 6+ years in SaaS customer success, account management, or revenue-retention leadership roles.
• 2+ years leading customer-facing teams in SMB or scaled-CS segments (startup or high-growth SaaS environment preferred).
• Proven track record driving GRR and NRR through team coaching and process improvement.
• Strong understanding of renewal, health, and expansion metrics; comfortable operating in data-driven environments.
• Experience building or managing two-motion success teams (tech-touch + high-touch, or product-led + managed).
• History of coaching teams to identify expansion opportunities and generate pipeline within existing accounts.
• Excellent communicator - able to connect with both customers and internal stakeholders at every level.
• Collaborative and curious: thrives in cross-functional environments where GTM, CS, and Product intersect.
• Highly organized, accountable, and focused on scaling what works.
• Bonus: Experience with product-led growth (PLG) models, success automation tools, and ecosystem-led expansion motions.
  
  

Why You’ll Love It Here 

• Competitive base salary + performance incentives + equity
• Remote/hybrid flexibility—we trust you to bring your best self from wherever you work
• Opportunity to scale one of Crossbeam’s fastest-growing revenue segments
• Collaborative, high-energy culture that mixes hustle with humanity
• Clear career path into senior revenue leadership roles
  
  

What Success Looks Like in 90 Days

• You’ve onboarded successfully and built strong relationships with your team and peers across GTM.
• You’ve analyzed the SMB book of business and created an action plan to improve health and renewal rates.
• You’ve rolled out a consistent 1:1 and team-coaching cadence focused on renewals and expansion pipeline.
• You’ve identified at least one scalable play to drive SMB retention or expansion and begun pilot execution.