At a Glance
- Tasks: Guide SMB customers from onboarding to successful platform adoption.
- Company: Join a mission-driven team focused on expanding care capacity.
- Benefits: Competitive salary, flexible work environment, and growth opportunities.
- Other info: Dynamic role in a fast-paced environment with a focus on continuous improvement.
- Why this job: Make a real impact by empowering customers and shaping their success journey.
- Qualifications: 2-4 years in Customer Success or Operations, with a customer-centric mindset.
The predicted salary is between 28800 - 43200 € per year.
The SMB Customer Success Manager will be a trusted partner for our SMB customers, guiding them from their very first interaction with Heidi through to successful adoption of our platform. You’ll ensure customers feel supported, empowered, and set up for long-term success. From account setup and tailored training to quarterly check‑ins, you’ll deliver a world‑class onboarding experience while acting as the customer’s voice within our team.
What you’ll do:
- Onboarding & Training
- Lead new customer onboarding, ensuring smooth account setup, configuration and clear paths to first value.
- Deliver engaging training sessions and office hours that help customers quickly realise value from Heidi.
- Provide clear resources, guides, and proactive support to drive customer confidence and independence.
- Support the design and improvement of repeatable processes and playbooks for SMB accounts.
- Customer Advocacy
- Serve as the first point of contact, building strong relationships with SMB customers—owning overall account health.
- Gather feedback, surface insights, and advocate for customer needs with internal teams to help influence the evolution of our product roadmap.
- Act as the voice of the customer internally, ensuring their needs are prioritised and wins are captured.
- Drive Adoption & Engagement
- Monitor customer activation metrics and ensure adoption milestones are met across your portfolio.
- Identify at‑risk accounts early and partner with customers to resolve blockers.
- Track and analyse customer usage data to recommend best practices and opportunities for deeper engagement.
- Develop and execute tailored adoption plans, helping customers better embed Heidi into their existing workflows.
- Retention & Success
- Facilitate quarterly business reviews to showcase value, align on goals, and drive retention.
- Develop long‑term relationships that result in satisfied, loyal customers.
- Own retention and renewals across your assigned SMB customers.
- Identify partnership or expansion opportunities, working cross‑functionally with sales to achieve these.
- Process Improvement & Playbook Development
- Support the creation and iteration of customer success playbooks, frameworks, and collateral.
- Continuously look for opportunities to improve efficiency and enhance the customer journey.
What we will look for:
- You have 2‑4 years of experience in Customer Success, Operations or Implementation, ideally in SaaS or high‑volume environments.
- Early in your operations/customer success career but have already shown strong ownership, work ethic, and operational instinct.
- You’ve worked in customer success/operations, implementation or other high‑volume, high‑autonomy environments.
- You’re highly organised and can confidently manage a portfolio of SMB accounts and competing priorities, while maintaining attention to detail and quality.
- You have a customer‑centric mindset and are motivated to ensure customers feel supported, valued and are set up for success.
- You have an analytical mindset – you’re comfortable diving into data to understand customer behavior, identify patterns, and spot opportunities for improved activation, adoption and retention.
- You’re naturally curious and enjoy problem solving – you spot gaps in the process and help fix them.
- You have a bias for action – you’re unafraid to get your hands dirty in an extremely fast‑paced environment to help solve different challenges and priorities.
- You want to build something that matters, and are hungry to learn alongside people who’ve done it before.
- You’re excited by a market that’s ambiguous and evolving – where success comes from listening closely, testing constantly, and learning fast.
- You’re ready to own customer outcomes end‑to‑end.
Attitude is more important than experience so if you are a hungry, competitive and highly motivated operator who has a knack for problem solving and building relationships, we want to hear from you.
What do we believe in?
- Live Forever – Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.
- Practice Ownership – Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.
- Small Cuts Heal Faster – Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.
- Make others better – Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.
Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering.
Why you will flourish with us
Customer Success Manager (SMB) in England employer: Heidi
At Heidi, we pride ourselves on fostering a supportive and empowering work culture that prioritises employee growth and customer success. As a Customer Success Manager, you'll not only play a pivotal role in guiding our SMB customers to achieve their goals but also benefit from a collaborative environment that encourages innovation and continuous learning. With a commitment to exceptional standards and a mission that values humanity in care, you'll find meaningful and rewarding opportunities to make a real impact in the lives of our customers and within our team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (SMB) in England
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by knowing our product inside out. Familiarise yourself with Heidi and think about how you can help customers succeed. Show us you’re passionate about making a difference!
✨Tip Number 3
Practice your storytelling skills. Be ready to share examples of how you've helped customers in the past. We love hearing about your successes and how you’ve tackled challenges head-on!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you note can go a long way in showing your enthusiasm and keeping you top of mind. Plus, it’s just good manners!
We think you need these skills to ace Customer Success Manager (SMB) in England
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer success shine through! We want to see how excited you are about helping SMB customers thrive with our platform. Share specific examples of how you've made a difference in previous roles.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience in customer success or operations. Use keywords from the job description to show that you understand what we're looking for and how you fit the bill.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on communicating your skills and experiences effectively. Remember, less is often more!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Heidi
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success, especially in a SaaS environment. Understand key metrics like activation and retention rates, and be ready to discuss how you would monitor and improve these for SMB accounts.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've identified issues and implemented solutions. Highlight your analytical mindset and how you've used data to drive customer engagement and adoption.
✨Demonstrate Your Relationship-Building Abilities
Think of specific instances where you've built strong relationships with customers or colleagues. Be ready to explain how you would advocate for customer needs and ensure their voices are heard within the team.
✨Emphasise Your Organisational Skills
Since managing multiple SMB accounts is key, come prepared with examples that showcase your organisational skills. Discuss how you prioritise tasks and maintain attention to detail while juggling competing priorities.
