Join Superside, the creative accelerator empowering SMBs across diverse industries with top-tier design and marketing solutions. The SMB segment represents a significant portion of our new accounts, providing ample opportunities to make a meaningful impact aligned with our overall company strategy.
We’re seeking a dedicated SMB Customer Success Manager to manage and nurture relationships with around 30 vibrant SMB clients. You’ll help these businesses thrive by maximizing their value from Superside, driving retention, expansion, and satisfaction. You'll carry out this mission by engaging with end-users and executives alike to ensure that our customers love, adapt, and grow with Superside. Additionally, you'll adopt a mindset of scale, implementing strategies and processes that allow you to efficiently service a high volume of accounts without compromising quality.
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.
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What you'll do:
- Build Strong Relationships: Serve as a trusted advisor, understanding SMB clients’ unique goals and aligning our creative solutions to support their growth.
- Drive Success: Work in collaboration with the onboarding and sales teams to ensure customers fully leverage Superside’s services through effective training and adoption processes.
- Ensure Retention & Growth: Monitor account health, prevent risks, and identify opportunities for upselling and expanding services.
- Collaborate & Solve: Partner seamlessly with our creative, operations, and support teams to deliver exceptional customer experiences and swiftly resolve any issues.
- Engage with Stakeholders: Engage with both end-users and executives to ensure customers love, adapt, and grow with Superside.
- Scale Efficiently: Implement scalable processes and leverage technology to manage a high volume of accounts effectively, ensuring consistent quality and customer satisfaction.
What you'll need to succeed:
- Bachelor’s degree or higher in Creative, Communication, Marketing, Business, or a related field.
- 5+ years of related customer-facing experience and account management, preferably within Creative/Ad Agencies or SaaS environments.
- Strong verbal and written English skills, adept at presenting ideas and discussing solutions in large groups.
- Relationship Building: Proven ability to build strong customer relationships, manage expectations, and build trust.
- Creative Industry Knowledge: Solid understanding of design principles, trends, and various marketing channels to provide actionable advice that resonates with SMBs.
- Small Business Acumen: Deep understanding of small business management and growth dynamics to support clients' broader business objectives, identify growth opportunities, and assist in scaling.
- Process-Driven & Prioritization: Excel at process-driven account management with strong prioritization skills to maximize value and balance personal touchpoints with tech-driven solutions.
- Time Management: Efficiently manage a high volume of accounts, ensuring timely follow-ups and concise communication without sacrificing quality.
- Analytical & Proactive: Data-driven mindset to identify trends, anticipate issues, and uncover growth opportunities. Comfortable with data interpretation and deriving insights from customer reports and usage statistics.
- Assertive Communication Style: Ability to set clear boundaries, manage expectations proactively, and offer alternative solutions confidently.
- Expectation Management: Skilled at establishing clear expectations during onboarding and guiding customers through a well-defined creative process with set checkpoints.
- Self-Sufficiency & Problem-Solving: Highly resourceful and independent, capable of accessing internal resources and providing solutions without heavy reliance on other teams. Solutions-oriented attitude to navigate challenges and deliver value.
- Collaboration: Ability to collaborate effectively with the full account team and other stakeholders to achieve mutual goals.
- Quick Learner: Ability to quickly learn relevant design production, operations, and process concepts to consult customers effectively.
- Technical Proficiency: Familiarity with Salesforce and Planhat is a plus.
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Superside's vision is to create more equal opportunities globally by accelerating the world’s transition to online work. With that in mind, we’ve built a natively remote company enabling us to attract the best talent no matter where they are.
Need more convincing? Here’s a skimmable, non-exhaustive list of reasons to join us:
- A global community of 200+ best-in-class creatives working from more than 60 different countries
- Flexible working hours and fully remote setup. We've been remote from day one. No weird office legacy
- A high-pace, high-energy, and high-performance environment
- Trusting, ego-free, and truth-seeking team members
- Pioneering the future of work with a fair, friendly, and supportive community. We’re pretty proud of this one
- The opportunity to build an international career through creative mentorship from top design leaders. We - grow, you grow
- Work closely with leading global brands on a wide variety of creative projects. We’re talking about Amazon, Meta, Twitch, LVMH, Puma, Shopify, and others
About Superside
Superside is a revolutionary way for businesses to get good design done at scale. Trusted by 450+ ambitious companies, Superside makes design hassle-free for marketing and creative teams. By combining the top 1% of creative talent from around the world with purpose-built technology and the rigor of design ops, Superside helps ambitious brands grow faster. Since inception, Superside has been a fully remote company, with more than 700 team members working across 57 countries and 13 timezones.
Learn more at superside.com
Diversity, Equity and Inclusion
We’re an equal opportunity company. All applicants will be considered regardless of ethnicity, appearance, religion, gender identity, sexual orientation, national origin, veteran or disability status.