Customer Success Manager - SMB

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online. Our unique data and solutions empower over 4,300 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies. In 2021, we went public on the New York Stock Exchange, and we continue to reach new heights! Come work alongside Similarwebbers across the globe who are bright, curious, practical and good people.

We are looking for a strategic, commercially-minded Customer Success Manager to own the end-to-end post-sales lifecycle for our SMB segment. In this role, you will act as a trusted advisor, driving high product adoption, securing predictable renewals, and unlocking expansion revenue.

Why will your role be so important?

Similarweb is used by thousands of companies, of every size and from every industry, to give them a competitive advantage in driving online traffic. As a CSM, you’ll lead the development and execution of a long-term Account Strategy for customers, focusing on both retention and growth. You'll manage relationships with customers and key decision-makers, working closely to help them achieve their business goals and KPIs.

So, what will you be doing all day?

• Own the Renewal & Growth Cycle: Lead the entire renewal process - including forecasting, negotiation, and closing - while identifying inbound and outbound upsell opportunities to drive revenue growth.
• Drive Adoption & Value Realization: Partner with the Onboarding team to deliver structured implementations, and establish a proactive engagement cadence (reviews, workshops) to maximize product utilization and prove ROI.
• Monitor Account Health & Mitigate Churn: Analyze usage data and health metrics to catch churn risks early, taking decisive action to protect accounts and ensure long-term retention.
• Maintain Cross-Functional Collaboration & CRM Hygiene: Partner with Sales, Product, and Support to remove customer blockers, surface product feedback, and maintain impeccable forecast accuracy and documentation within the CRM.

Your background:

• Experience: 2+ years of experience in a customer-facing role within a SaaS organization (such as Customer Success, Account Management, or Sales).
• Commercial Track Record: Proven success meeting or exceeding retention and revenue growth targets, with hands-on experience owning the full renewal cycle (including forecasting, negotiation, and closing).
• SaaS Acumen: Deep understanding of SaaS subscription models, customer lifecycle management, and knowledge of value-based selling and renewal management methodologies.
• Tech Stack & Data Literacy: Familiarity with CRM systems (e.g., Salesforce) and customer success platforms, with the ability to interpret usage data and translate those insights into actionable engagement strategies.

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