Customer Success Manager (SMB) – SDQ

About the role

As a Customer Success Manager at Horatio, you will be the dedicated partner for small‑to‑mid‑size clients, guiding them through onboarding, the critical first 90 days and beyond. You will work closely with senior managers, project managers and specialists to ensure a high‑touch experience that drives adoption, satisfaction and long‑term growth.

Key responsibilities

• Serve as the primary point of contact for an SMB portfolio, delivering proactive communication and building trust.
• Coordinate light onboarding, track milestones and ensure deliverables are met during the first 90 days.
• Monitor client health, surface risks, report on KPIs and provide actionable insights to internal teams.
• Gather feedback through surveys, NPS and regular check‑ins, translating it into product and service improvements.
• Partner with senior CSMs to identify upsell and cross‑sell opportunities and help mitigate churn.
• Collaborate with project managers and senior specialists to resolve blockers and ensure smooth handoffs to long‑term account ownership.

Required profile

• Near‑native written English with excellent communication skills.
• Proven experience supporting onboarding and managing relationships with SMB customers.
• Familiarity with upsell/renewal cycles and resolving customer service challenges.
• Tech‑savvy attitude and strong analytical mindset.

Required skills

• Experience with CRM platforms such as Zendesk, Gorgias, Gladly or Salesforce.
• Proficiency in G Suite and Microsoft Office applications.