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HoneyBook · 2 weeks ago

Sr. Customer Success Manager - SMB/Mid Market

San Francisco, CA

Full-time

Hybrid

Mid, Senior Level

$120K/yr - $145K/yr

6+ years exp

HoneyBook is the leading AI-powered business management platform for service-based business owners. They are seeking a Sr. Customer Success Manager to design and run proactive customer success programs that enhance customer adoption and drive revenue expansion for SMB and Mid-Market customers.

AppsFinancial ServicesFinTechSaaS

Comp. & Benefits

Responsibilities

Own a strategic SMB/MM book of business - driving customer success through adoption, renewals, and growth with strong retention and expansion results

Deliver a standout onboarding experience that helps customers activate quickly and see value early

Design and run proactive engagement programs (like onboarding tune-ups, adoption campaigns, and renewal prep) in partnership with our Digital Programs Lead: testing, iterating, and measuring what works

Build a smart, efficient CS system powered by data and AI to forecast retention, create/maintain QBR templates, track health, and guide customer conversations; maintain clear dashboards and follow through on key milestones

Grow your expansion pipeline and maintain disciplined forecasting and communication around opportunities and risks

Champion customer advocacy by collaborating with our community team to turn success stories into references, reviews, and case studies

Share insights that shape our product and growth strategy highlighting churn risks, feature gaps, and opportunities for improvement

Document playbooks and best practices to scale what works and help pave the way for future CSMs

Qualification

Customer Success ManagementRenewals ManagementData AnalysisAI Tools ProficiencyCRM PlatformsOnboarding ProgramsForecastingCollaborationCommunicationProblem Solving

Required

6 years of experience in Customer Success or Account Management, including work with SMB and Mid-Market customers. You've managed a broad portfolio (around 100+ accounts) and understand how to balance scale with personal connection

Direct experience owning renewals and expansions with measurable impact on NRR. You know how to identify opportunities, tell a strong value story, and close with confidence

Design and refine customer programs: like onboarding tune-ups, adoption campaigns, or renewal prep - that deliver clear results and repeatable wins

Set up lightweight forecasting systems, maintaining pipeline visibility, and tracking performance with accuracy and accountability

Comfortability using CRM and CS platforms (Salesforce, HubSpot, Gainsight, ChurnZero, or similar) and experimenting with AI-assisted tools to improve insights and efficiency

Startup/scale experience whether building a motion from 0→1 or helping scale from 1→10, and you bring structure, curiosity, and resilience to every phase of growth

Ownership & Initiative: You take pride in building and improving - designing programs, setting clear goals, and delivering results with minimal direction while collaborating openly across teams

Commercial Mindset: You're confident managing renewals and expansions in an SMB/MM environment, balancing business outcomes with genuine customer advocacy

Customer Growth Focus: You know how to turn insights into action: driving feature adoption, accelerating time-to-value, and helping customers realize measurable success

AI Confidence: You use AI tools thoughtfully to scale research, personalize communication, and streamline prep - always grounded in accuracy, privacy, and human connection