Sr. Customer Success Manager - SMB / Mid Market

Sr. Customer Success Manager – SMB / Mid Market

We are HoneyBook, an AI‑powered business‑management platform for service‑based business owners. We help entrepreneurs attract leads, book projects, and manage payments while focusing on their craft. Since our founding in 2013, we have empowered over 25 million client relationships and processed more than $12 billion in transactions.

Our culture is built on five core values : collaboration, feedback, ownership, growth mindset, and authenticity. We welcome candidates who thrive in fast‑paced, intellectually charged environments.

About The Role

We’re looking for a senior Customer Success Manager to design and run proactive programs that accelerate time‑to‑value, improve adoption, and drive net revenue expansion across our strategic SMB / MM book. As a senior builder‑IC, you own outcomes end‑to‑end—from onboarding and value realization to QBRs, renewals, and upsells—while establishing scalable playbooks, instrumentation, and operating rhythm. You’ll partner with Product, Growth, and Member Care, turning insights into repeatable motions and proof points for future team expansion.

Hybrid in San Francisco, 3 days per week, with occasional travel to Tel Aviv / NY approximately twice a year.

Key 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 (e.g., 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.

Requirements

Nice‑to‑Haves

The Good Stuff

Core Values

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