Remote Customer Success Manager, AI & Automation

Note: The job is a remote job and is open to candidates in USA. Small Improvements is a company focused on enhancing feedback and performance processes for teams through their platform, incorporating AI to streamline workflows. The Customer Success Manager role involves managing customer relationships and building scalable systems to improve customer experience and drive success.ResponsibilitiesRun discovery and consultative conversations with prospective customers, focused on long-term fit and outcomes, not just closingOwn the full customer journey from first conversation through onboarding, adoption, and renewalAct as the primary partner for your book of business by building trust, driving alignment, and identifying expansion opportunitiesSurface patterns across accounts and bring them back to the team to improve how we work and what we buildBuild and maintain automated workflows across Vitally, HubSpot, and Intercom, connecting the three to create seamless customer experiences and reduce manual work for the teamWrite SQL to pull and analyze data from BigQuery, surfacing the signals that help us intervene early or identify opportunitiesDesign digital CS programs that keep customers progressing, even those without a dedicated CSM, through smart, timely, personalized touchpointsTurn what works in practice into repeatable assets: playbooks, automated sequences, guides, and videosSkills12+ years in Customer Success or Account Management in B2B SaaS, with full-cycle ownership of a book of business23+ years of hands-on experience building automations and workflows, ideally across multiple tools. You've connected systems, not just used themComfortable working with data: pulling reports, identifying trends, and translating numbers into action. SQL experience or a willingness to learn is a plusResourceful by nature: you figure things out without waiting for someone else to do it for youExperience at a small or early-stage company where you had to create structure, not just follow itFamiliarity with tools like Vitally, HubSpot, or Intercom is a plus, and excitement about going deep on them is a mustA plus: experience in HR Tech, Performance Management, or people operations softwareBenefitsComprehensive Medical, Vision, and Dental coverage, plus a $1,200 annual wellness budget.21 days paid vacation (increasing with tenure) plus 10 public holidays.$3,500 annual budget.$500 setup budget.Company OverviewSmall Improvements is a lightweight performance management platform for small and mid-sized companies. It was founded in 2011, and is headquartered in Berlin, Berlin, DEU, with a workforce of 11-50 employees. Its website is http://www.small-improvements.com. Apply To this Job .