Posh Customer Success Manager at Posh to own the SMB segment managing around 400 accounts. Responsible for building onboarding programs and driving revenue growth for event organizers.
Responsibilities
Posh is hiring a Customer Success Manager to own our SMB segment: exclusive event organizers earning or projected to earn $75K-$130K in annual GMV.
This is a builder role. You’ll manage a large book of business (around 400 accounts), the majority of which you’ll serve through a scaled, one-to-many motion. Your one-to-one time goes to two much smaller groups: organizers who are onboarding and those that look ready to grow. Everyone else is supported by the engine you build: automation, lifecycle playbooks, and live programming.
You’ll be the first dedicated owner of this segment, which means you won’t inherit a playbook; you’ll build it. You'll onboard every new SMB organizer our sales team closes with a single structured onboarding call, then route them into the education webinar series you run, guiding them from contract signature through their first live event. Then you’ll build the systems (segment analysis, growth-signal automations, email and SMS playbooks) that surface the right account at the right moment so your one-to-one time always goes where it drives the most growth.
Your north star is simple: organizers launch faster, sell more tickets in their first months, and grow into Mid-Market because they work with you.
You’ll be accountable for:
Strong revenue growth across newly onboarded accounts
Onboarding conversion and time-to-first-event: contract signed → account created → event live → tickets sold
Adoption of revenue-driving product features in an organizer’s first 30-60 days
Net Revenue Retention across the SMB book of business, including renewals and upsells for SMB organizers
Qualified graduation opportunities surfaced to Account Management as accounts cross into Mid-Market to close renewal and upsell deals
Build the SMB onboarding program from scratch: one structured onboarding call, the materials that go with it, and the webinars organizers get routed to afterward, so every organizer goes live with a strong foundation
Own onboarding for every new SMB account, from exclusive contract signature through the close of their first event
Qualification
You’re equal parts builderStrong technical acumenComfort owning commercial outcomesClearHigh ownership and organization
Required
You’re equal parts builder, relationship-driver, and operator. You don’t just work a process: you design one, measure it, and improve it. You care less about activity for activity’s sake and more about whether your customers are actually launching and growing.
2-4 years of experience in scaled customer success, customer success operations, solutions engineering, onboarding, or lifecycle automation. Industry background is flexible: we care about how you work
This is not a traditional one-to-one CSM seat. You scale yourself through systems and automation while still making every organizer's first experience feel personal
Strong technical acumen: you’re comfortable working with data, building automations and workflows, and using tools like Planhat, Lightdash, Claude, ChatGPT, Gemini, Hubspot, and Iterable to teach and scale yourself
A track record of building and improving processes end-to-end: you've designed a customer-facing workflow from scratch, built it in tools like Planhat, HubSpot, or Zapier, measured whether it worked, and iterated on it
Comfort owning commercial outcomes: you’re comfortable leading renewal and upsell conversations and closing deals with smaller-revenue organizers
Clear, intentional communication: you set expectations well, write emails people actually read, and can run a tight 30-minute call
High ownership and organization: you can manage a large book of business with structure and scale, without letting important opportunities fall through the cracks
Comfort with high-volume onboarding and the energy to make each organizer’s first experience feel one-to-one
You’ve built lifecycle or email automation programs, or run webinars and live programming
You’ve personally helped customers launch, hit early revenue milestones, or graduate into higher service tiers
You genuinely love events and the people crazy enough to build their lives around bringing people together
