Customer Success Manager

About the role:

Our customer base is rapidly growing, and we’re looking for a proactive, structured, and scalable-minded Customer Success Manager to support and expand our SMB segment.

As a Customer Success Manager, you will manage a high-volume customer portfolio using a one-to-many approach, combining automation with targeted human touchpoints. You will guide customers through their lifecycle, from onboarding to renewal, ensuring they realize value from SplitMetrics Acquire, adopt key features, and grow their performance in Apple Ads.
This role is ideal for someone who is passionate about customer success, enjoys working with data and processes, and knows how to scale impact through structured programs.

In this role, you will:

• Manage and grow a high-volume SMB portfolio using scalable engagement strategies, balancing automation with personalized interactions where it matters most.

• Design and execute one-to-many customer journeys, including automated onboarding flows, lifecycle campaigns, and behavior-triggered email sequences to drive engagement and feature adoption.

• Build and optimize automated communication sequences (email and CRM-driven) to trigger key customer actions such as activation, feature usage, upsell opportunities, and retention.

• Drive product adoption and value realization by educating customers on how to effectively use SplitMetrics Acquire and succeed with Apple Ads.

• Monitor customer health and proactively prevent churn, identifying risk signals (low usage, declining performance, inactivity) and triggering targeted interventions at scale.

• Develop scalable retention and expansion strategies, including playbooks for re-engagement, upsell, and cross-sell within the SMB segment.

• Collaborate cross-functionally with Sales, Product, Marketing, and Support teams to share customer insights and improve the overall customer experience.

• Collect and synthesize customer feedback at scale, identifying trends and advocating for improvements in product and positioning.

About you:

• Fluent English (written and spoken).

• Strong communication skills, especially in written, scalable formats (email, messaging, campaigns).

• Experience in a client-facing, support, or customer success role, ideally in SaaS or high-volume SMB environments.

• Strong analytical mindset with the ability to interpret customer data and act on insights.

• Experience working with CRM tools, automation platforms, or customer engagement tools.

• Customer-first mindset with a focus on delivering value efficiently at scale.

• Experience in mobile marketing or Apple Ads is a plus.