Customer Success Manager - SMB (Remote)

About the Role

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.

Responsibilities

• Serve as primary contact and trusted advisor for SMB customers, guiding onboarding and driving rapid value realization

• Proactively drive product adoption by aligning capabilities with customer goals, delivering training, and sharing best practices

• Own renewals by monitoring customer health metrics, mitigating risks, and maintaining high satisfaction and retention

• Provide responsive support, troubleshoot issues, and collaborate with internal teams while keeping CRM updated

• Identify upsell/cross-sell opportunities, leverage CS playbooks for scalable service, and share customer insights to influence product development

Requirements

• 2+ years in B2B Customer Success or Account Management with proven ability to manage high-volume accounts while maintaining strong engagement

• Experience with HubSpot and ChurnZero to manage relationships, monitor engagement, analyze churn metrics, and drive retention

• Strong analytical skills to identify customer trends, improve outcomes, and manage subscription renewals effectively

• Excellent communication and organizational skills with ability to navigate high-stakes conversations across stakeholder levels

• Detail-oriented, team-focused, and willing to dive deep into technical product details (cybersecurity experience a plus)

About Us

At Teramind, we're pioneering a predictive, AI-driven approach to safeguarding organizations' people, data, and operations. As a global leader in user behavior analytics, insider risk management, and workforce intelligence, we empower businesses to transform data into a strategic asset - delivering clear visibility, control, and proactive protection across digital environments.

Benefits

This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.

Additionally:

• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.

• Competitive salary

• Career growth opportunities

• Flexible paid time off

• Laptop reimbursement

• 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 3 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.