Manager of SMB Customer Success

About airSlate airSlate is a global SaaS technology company that develops no-code workflow automation, electronic signature, and document management solutions. Our award-winning products - SignNow, pdfFiller, DocHub, altaFlow , Instapage, and US Legal Forms - serve over hundreds of millions of users and more than one million customers worldwide, helping organizations of every size digitize processes, improve efficiency, and transform how they work. We’re in an exciting phase of growth and transformation, with teammates in more than 20 countries across three continents and main hubs in the United States, Poland, Romania, Ukraine and Philippines . At airSlate, we’re building value for customers and a culture where growth and innovation go hand in hand. We’re looking for people eager to shape products, scale a company, and thrive in a fast-moving environment. And now we're looking for an experienced SMB Manager of Customer Success team in the Philippines. You'll own the full SMB customer lifecycle — from onboarding and implementation through renewals and expansion — while coaching a team of CSMs and driving systematic process improvements. This is a new headcount added to provide deeper oversight, strengthen coaching resources, and uplevel the team's overall performance. What You'll Do: Manage a team of SMB CSMs responsible for onboarding, escalations, renewals, and expansion. Hold weekly 1:1s to coach and guide CSMs toward their targeted objectives. Continually assess and improve the process, strategy, and motion of our SMB customer success team. Predictably forecast Churn, Downsell, and Expansion revenue each quarter. Build and launch repeatable playbooks for the SMB CSM team. Partner cross-functionally with Sales, Product, and Support to improve the end-to-end SMB customer experience. What We're Looking For: 2+ years managing a sales or account management team responsible for expansion and renewals. Detail-oriented systems thinker with a bias for building scalable, repeatable processes. Hands-on experience leveraging AI to improve efficiency, automation, and reduce manual, repetitive workload across sales or CS teams. Proven track record of building out repeatable processes for sales and renewals motions. Proficiency in data-driven decision making using Salesforce and other BI reporting tools. Strong coaching mindset and ability to develop CSMs toward clear, measurable outcomes. Excellent written and verbal English communication skills. What we offer Flexible working environment - Our teams operate across the globe. We value in‑person collaboration in our hubs, but we also embrace remote and hybrid working. You can work from one of our offices in the United States, Poland, Romania or Ukraine, or remotely from many countries. Competitive compensation - We offer salaries that reflect local market conditions and experience, and a performance-based bonus system. Professional growth and learning - We invest in your development through courses, conferences, and access to learning resources. We encourage career growth and internal mobility, supporting teammates who want to explore new opportunities within airSlate. Health and well‑being - We provide comprehensive benefits tailored to each country, including health coverage, wellness programmes and access to fitness options. We also dedicate quarterly company-wide Mental Health Days, when everyone takes time off to rest and recharge. Family‑friendly culture - Family life is part of who we are, and we embrace it in many forms. From flexibility for parents to our airSlate Junior Club for kids, to company-wide family days and our pet-friendly approach, we’re committed to making work and life easier to balance. Giving back - We support charitable initiatives around the world through the airSlate Care programme. Our current focus includes humanitarian aid in Ukraine and other regions, matching employee donations and supporting causes chosen by our teams. Open communication - We encourage transparent dialogue at all levels. From team discussions to company-wide Q&A sessions with our CEO, we make sure everyone has the chance to be heard and to influence how we grow. It is airSlate's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. airSlate's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. airSlate is pleased to provide such assistance and no applicant will be penalized as a result of such a request. 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