Customer Success Manager

About the role

As a Customer Success Manager, you'll be the trusted partner for customers in your territory after the sale. You'll work alongside Account Executives, and with Technical Support, Product, and Marketing, to make sure customers get real value from Smarty. We're counting on you to lead onboarding, drive adoption, own renewals, and spot growth opportunities early. This role is for a proactive relationship builder who enjoys solving problems with industry-leading products and wants to grow with a team that's building something to last.

This is a full-time, onsite role in our Orem, Utah office.

What you'll do

• Own renewal outcomes for customers within an assigned territory, proactively identifying and addressing at-risk accounts before renewal
• Serve as the primary point of contact for customer health, adoption, and satisfaction after the sale
• Guide newly onboarded customers through implementation milestones and initial usage strategies to accelerate time-to-value
• Monitor account usage and engagement data to identify renewal risk and expansion signals, developing and executing a tailored retention plan for any at-risk account
• Surface expansion opportunities to the appropriate Account Executive with the context needed for a warm handoff
• Partner with Account Executives on a structured handoff for newly closed accounts to support onboarding
• Conduct regular check-ins and business reviews with customers, including Executive Business Reviews for larger accounts, at a cadence appropriate to account size and complexity
• Serve as the customer's internal advocate, escalating critical issues and feature requests to Support and Product teams
• Negotiate straightforward renewal terms within approved parameters; escalate complex renewal negotiations as needed
• Maintain accurate account health and renewal forecast data in the CRM

Who you are

• Bachelor's degree or equivalent professional experience
• 2+ years of customer success, account management, or related experience in SaaS
• Experience managing a renewal book and forecasting retention metrics
• Proficiency with our sales and customer success stack: Salesforce, HubSpot, and similar CRM/CS tools
• What we'll do for you

Pay and benefits

Competitive compensation, $60k-$90k base annually, plus commission

100% paid health, dental, and basic life insurance premiums (including family coverage)

• Long-Term Disability insurance
• Generous PTO that increases with tenure
• 401(k) with company matching
• Ongoing training for professional and career development
• Drinks, snacks, and team-building lunches and activities
• In-office chiropractic services

To apply

This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, compensation, and training. Employment is contingent upon successful completion of a background check following an offer of employment.

• About Company ---

Meet Smarty.

You may not have heard of us, but you've probably benefited from our work. Smarty is a leader in location data intelligence, helping businesses around the world verify, standardize, and enrich their address and location data at scale. When a package reaches the right door, an order ships without a hitch, or a journey reaches the right destination, there's a good chance we helped.

We've built all of this the hard way: self-funded, profitable, and on our own terms. That independence lets us make long-term decisions, invest in our people, and hold a high bar for our work. We’ve been recognized as a Top Workplace four years running, thanks to a culture that values our people just as much as our products.