Customer Success Manager Hybrid Full Cycle Digital Scale

Customer Success Manager - Hybrid: Full Cycle/Digital Scale

About Us

We believe feedback at work should be simple, useful, and continuous.

Small Improvements helps companies like Trivago, Blue Bottle Coffee, Whoop, and Zapier build feedback and performance processes that teams actually use, from day-to-day conversations to reviews, goals, and development.

Our platform brings everything into one place, making it easier for teams to stay aligned, track progress, and turn feedback into action. We’re also thoughtfully incorporating AI to support this, helping teams write better feedback, surface insights, and reduce manual work, without adding noise or complexity.

We’re a small, thoughtful team of 19, mainly based in Berlin with colleagues in the US. We care deeply about building a product that solves real problems for our customers while staying simple and human.

About the Role

In this role, your focus is split:

70% – Consultative Discovery & High-Touch Management

• Discovery Conversations: Participate in early conversations with prospective customers to understand how teams operate, what they’re trying to achieve, and where they need support. You’re focused on alignment and long-term success, not just initial fit.
• End-to-End Ownership: Own the customer journey from early conversations through onboarding and beyond, ensuring what is discussed is actually implemented and delivers value.
• Trusted Partner: Act as the primary partner for your book of business, helping customers connect their goals to outcomes, driving renewals, and identifying opportunities to expand impact.
• Customer Insight → Action: Surface patterns, challenges, and opportunities across your accounts and use those insights to influence both your approach and how we evolve as a company.

30% – Digital CS & Scaling

• Build from What Works: Take what you see working across your customers and turn it into scalable programs, resources, and workflows. We don’t start with automation; we build from proven patterns.
• Design for Coverage: Create digital experiences that support customers without a dedicated CSM, ensuring they still feel guided at the right moments.
• Scalable Knowledge: Turn common questions and friction points into clear, reusable assets (videos, guides, automated messaging) that reduce manual effort over time.
• Process Evolution: Partner with our US and Berlin teams to continuously refine how we drive retention, adoption, and growth across all segments.

We’re likely a good fit if:

You build meaningful, long-term relationships with customers and go above and beyond to partner with them, caring deeply about their success with our tool.

You’re comfortable engaging with customers at all levels, developing trust, driving alignment, and translating goals into outcomes.

You’re highly adaptable and self-starting, always looking for ways to improve how you work.

You’re comfortable with risk and uncertainty, and thrive working with team members across different cultures, time zones, and countries.

You think beyond individual accounts. You take what you learn from customer conversations and turn it into scalable programs, resources, and workflows that support customers without a dedicated CSM, ensuring they still feel guided and successful. You’re intentional about how you build for scale, starting with what works in practice and turning those patterns into repeatable, high-quality experiences.

You think beyond day-to-day customer work. You bring a point of view on what you’re seeing across your accounts and use that to influence how we improve the product and overall customer experience. This role goes beyond customer happiness and renewals. You’re helping shape how we grow.

You’re excited to work as part of a single Customer Team, without traditional handoffs between sales, implementation, and success. You’re comfortable owning the full customer journey while leaning into your strengths to create the most impact.

We might not be a good fit if:

You prefer strict boundaries between Sales, Implementation, and Customer Success. We operate as one Customer Team and share ownership of the full customer journey.

You prefer staying in high-level conversations without getting involved in how ideas are implemented. In this role, you’ll help shape the approach and stay close to how it’s rolled out with customers.

Your instinct is to automate before understanding what works in practice. We build for scale, but it starts with learning from real customer interactions and turning that into repeatable systems.

You’re looking for a defined playbook for every scenario. We’re a small team, and how we work continues to evolve, and you’ll play a role in shaping that.

Your Experience:

• 2–3 years in Customer Success or Account Management in B2B SaaS: You’ve managed customers across the lifecycle and are comfortable owning both early conversations and long-term success.
• Outcome-Oriented: You focus on what customers are trying to achieve, not just how they use the product. You can connect workflows, behaviors, and business goals to real outcomes.
• Builder Mindset: You naturally look for patterns across your work and think about how to make things more efficient over time. You’ve taken something manual and turned it into a repeatable process or system.
• Comfort with Ambiguity: You’re comfortable figuring things out as you go, testing approaches, and refining based on what works rather than waiting for a defined playbook.
• Data-Informed Thinking: You use data to guide your decisions and tell a clear story, whether that’s helping a customer understand their progress or identifying opportunities to improve your approach.
• Tech Savvy: You’re comfortable working across tools like Vitally, HubSpot, and Intercom, and are excited to go deeper and use them to scale your impact.
• Location: This position is fully remote and open to candidates in the continental U.S., but those in and around Austin, TX, are preferred.
• A plus: Experience in Performance Management or HR Tech.

What success looks like in 6 months:

• You’ve begun to build strong relationships with your customers and understand how they define success.
• You’re confidently owning the full customer journey, including early discovery conversations and follow-ups, through onboarding and ongoing success, carrying context from the first conversation through long-term outcomes.
• You’ve identified patterns across your accounts and turned at least one into a scalable resource, workflow, or program that supports customers without a dedicated CSM.
• You’ve developed a point of view on what’s working and where we can improve, and are actively contributing to how we evolve our product and customer experience.

Compensation & Benefits:

• Base Salary: $70,000 - $75,000
• Remote & Flexible: We are a remote-first company focused on results, not hours. You’ll have a flexible schedule to manage your life and work effectively.
• Health & Wellness: Comprehensive Medical, Vision, and Dental coverage + an annual $1,200 wellness budget.
• Time Off: 21 days of paid vacation (increasing with tenure) + 10 public holidays.
• Growth: An annual $3,500 learning and development budget to help you level up your skills.
• Home Office: A $500 budget to get your remote workspace set up for success.

Hear why people on the Customer Team love working at Small Improvements:

Lindsay, our VP of CS, joined the team in December 2019.

Autonomy and collaboration are highly valued at Small Improvements. We are not just a team but a close-knit community that values each others input. I appreciate the freedom to take ownership of my work while collaborating closely with my colleagues. Whether working on individual projects or facing challenges together, the spirit of collaboration is always present.

Continuous learning and growth are some of the best things about working at Small Improvements. Here, we are encouraged to stretch ourselves, take on new challenges, and expand our skill set. Through workshops, training sessions, or simply learning from my peers, there is always an opportunity to grow and develop professionally.

Feedback and innovation are part of our culture. We are constantly working to improve, and giving/receiving feedback is something we practice often. For example, we took the MasterClass for Radical Candor with Kim Scott as a company. I appreciate that I can openly share my ideas and perspectives, knowing theyll be met thoughtfully. Being part of a team that values transparency, communication, and continuous improvement is incredibly rewarding.

Alec, your fellow Customer Success Manager, joined the team in July 2024.

This team lives by its values! I’m appreciated for my individual talents and knowledge. Despite being surrounded by extremely intelligent people from whom I learn every day, I feel that my feedback and input are just as valuable.

You will be free to advocate for organizational improvements and bounce ideas off your peers. Your ideas are extremely valuable to this team (even if they are partially implemented, turned down, or serve as the basis for even better ideas from one of your knowledgeable and helpful teammates). You’ll fit in wonderfully if you bring a spirit of innovation.

You will be given ample opportunities to take on cross-collaborative projects that interest you, are geared toward your individual growth, or reflect your particular skill set. You can also say no to projects or extra tasks that would stretch your bandwidth too thin or aren’t of interest to you, so that you can bring your full focus to the projects that will allow you to make the highest impact.

Every company says they prioritize work-life balance, but this is the real deal.