Manager of Customer Success (SMB & Mid-Market)

Join DataSnipper, the intelligent automation platform for audit and finance professionals. As the Manager of Customer Success for SMB and Mid-Market segments, you will lead multiple teams of Customer Success Managers, design segment-specific success motions, and act as the voice of the customer within the organization. You will be responsible for net revenue retention, customer health scores, and expansion targets, while also shaping the future of customer success at DataSnipper.

• Lead and develop multiple teams of Customer Success Managers across different regions and languages, fostering a culture of high performance and accountability.
• Design and evolve differentiated success motions for SMB and Mid-Market segments, balancing short-term commercial outcomes with long-term customer health.
• Own net revenue retention, customer health scores, and expansion targets across SMB and Mid-Market segments, and drive measurable retention and expansion outcomes.
• 7+ years of SAAS customer experience, with at least 3–4 years in progressive management roles in B2B
• Skilled at operating across regions and time zones; experience managing multilingual teams is a strong plus
• Data-driven decision-maker with experience using CS platforms and CRMs (Vitally, HubSpot, Gong, or similar)
• Demonstrated experience leading multiple teams or a function, ideally across different customer segments (SMB and/or Mid-Market)
• Proven track record of building and scaling CS programmes that drive measurable retention and expansion outcomes
• Highly cross-functional: comfortable influencing Sales, Product, and Marketing without direct authority
• Experience designing both high-touch (Mid-Market) and tech-touch/digital (SMB) customer success motions
• Experience in audit, finance, or professional services software is a strong advantage
• Strong commercial acumen — you understand ARR, NRR, expansion levers, and how CS drives business outcomes