Customer Success Manager (SMB) : Superside

Job Description

Superside is the creative accelerator for ambitious SMBs, delivering top-tier design and marketing solutions at scale. Our SMB customers are a key part of our growth, and this role is all about helping them thrive. You’ll own a portfolio of ~30 accounts, ensuring they get maximum value from Superside—driving adoption, deepening engagement, and uncovering expansion opportunities. This role requires a balance of high-touch relationship management and scalable strategies, using smart processes and technology to create an exceptional customer experience.This role is different from a Customer Support position. It requires a proactive approach to our customers, understanding their strategy and future needs before any issues arise. Candidates who will succeed in this role have first and foremost experience with account management and a true customer-centric mindset.

What you’ll do:

Own and grow a portfolio of ~30 SMB customers, ensuring retention, satisfaction, and expansion.

Lead customers through onboarding, training, and adoption to maximize their use of Superside.

Identify opportunities to expand services and drive customer growth.

Partner with creative, operations, and support teams to resolve issues and optimize outcomes.

Build and execute scalable success strategies to keep engagement high across multiple accounts.

Analyze customer trends, flag risks early, and proactively offer solutions.

What you’ll need to succeed:

5+ years in customer-facing roles (account management, CSM, or similar), ideally in a creative agency or SaaS.

Bachelor’s degree in Marketing, Business, Communications, or a related field.

Strong verbal and written communication skills—clear, confident, and persuasive.

Proven ability to build trust, manage expectations, and drive engagement.

Understanding of design trends, marketing channels, and creative workflows.

Ability to align creative services with small business challenges and growth needs.

Skilled at managing multiple accounts while ensuring structured, personalized engagement.

Data-driven mindset with experience using insights to shape success strategies.

Experience with CRM tools (e.g., Salesforce, Planhat) and AI-powered customer success platforms is a plus.