Sr. Customer Success Manager - SMB / Mid Market

Sr. Customer Success Manager - SMB / Mid Market

HoneyBook is the leading AI‑powered business management platform for service‑based business owners. Designed to enhance—not replace—independent professionals, HoneyBook’s AI‑powered tools help businesses attract leads, connect with clients, book projects, and manage payments more efficiently. With AI seamlessly integrated into every workflow, entrepreneurs can focus on their craft while scaling their businesses with confidence. Since its founding in 2013, HoneyBook has powered over 25 million client relationships and processed more than $12 billion in transactions, helping independent businesses grow faster and smarter.

Our culture is built on five core values that inform everything we do. We encourage collaboration, feedback, ownership, and have a growth mindset. We know experience comes in many forms, some visible on your resume, others not. No one candidate will be a 100% perfect match to our description, so if you thrive in a fast‑paced, intellectually‑charged environment and have similar experience to what we are looking for, we encourage you to apply.

About the Role

We’re looking for a Sr. Customer Success Manager - SMB / Mid‑Market to design and run proactive customer success programs that measurably accelerate time‑to‑value, improve adoption, and drive net revenue expansion across a focused book of strategic SMB / MM customers. As a senior builder‑IC, you’ll own outcomes end‑to‑end : from onboarding and value realization to QBRs, renewals, and upsells while establishing the playbooks, instrumentation, and operating rhythm that can scale. You’ll partner closely with Product, Growth, and Member Care to turn insights into repeatable motions and proof points for future team expansion. If you love turning customer outcomes into revenue outcomes, this role is for you.

This role is hybrid to our San Francisco office , 3 days per week and requires occasional travel to Tel Aviv / NY ~2× / year for planning and collaboration.

Responsibilities

• Own a strategic SMB / MM book of business – driving customer success through adoption, renewals, and growth with strong retention and expansion results.
• Deliver a standout onboarding experience that helps customers activate quickly and see value early.
• Design and run proactive engagement programs (like onboarding tune‑ups, adoption campaigns, and renewal prep) in partnership with our Digital Programs Lead : testing, iterating, and measuring what works.
• Build a smart, efficient CS system powered by data and AI to forecast retention, create / maintain QBR templates, track health, and guide customer conversations; maintain clear dashboards and follow through on key milestones.
• Grow your expansion pipeline and maintain disciplined forecasting and communication around opportunities and risks.
• Champion customer advocacy by collaborating with our community team to turn success stories into references, reviews, and case studies.
• Share insights that shape our product and growth strategy highlighting churn risks, feature gaps, and opportunities for improvement.
• Document playbooks and best practices to scale what works and help pave the way for future CSMs.

Qualifications

Must‑haves

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Requirements

Benefits & Perks

Compensation :

Core Values

EEO Statement

HoneyBook is committed to diversity, inclusion and belonging and is proud to be an equal opportunity employer. We do not tolerate discrimination and do not make hiring or employment decisions on the basis of race, religion, color, national origin, sex, gender identity, age, disability, marital status, veteran status, or other applicable legally protected characteristics. We also consider qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance. We strive for the best candidate experience for all applicants and if you need special assistance, please let us know.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be used to help us identify areas of improvement in our recruitment process. We can only see aggregate responses and are unable to view individual candidate responses. Responding, or not responding, is your choice and it will not be used in any way in our hiring process or decisions.

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