Customer Engagement Manager (SMB accounts)

Job Title: Customer Engagement Manager – SMB Segment Location: Remote – Based in Spain, Portugal, or Brazil Department: Customer Success Reports to: Head of Customer Success About the Role We are looking for a Customer Engagement Manager to join our Customer Success team and focus on driving retention and adoption across our large base of small and medium-sized business (SMB) customers. This role is perfect for someone who thrives on managing customers at scale, building automated yet personalized engagement, and helping customers succeed independently. You’ll play a key role in reducing churn, increasing product adoption, and improving customer health through proactive, data-driven outreach and customer education. If you have a passion for technology, strong communication skills in English and at least one additional language, and experience supporting SMBs at scale, we’d love to meet you. Key Responsibilities Drive retention and product adoption by designing and executing scaled engagement programs (e.g., lifecycle emails, webinars, in-app guides), with 1:1 calls being a key part of the engagement strategy. Monitor customer health and product usage to identify at-risk accounts and proactively intervene before churn. Deliver group onboarding sessions, customer webinars, and self-service content to help users get value from the product. Collaborate with the Renewals team to support timely renewals and flag risks. Partner with Product and Support teams to amplify customer feedback and improve the overall customer experience. Collaborate with Marketing to develop webinars, email campaigns, and creative assets. Manage day-to-day interactions with customers using tools like ChurnZero, Intercom, HubSpot, Canny, Google Sheets, and Salesforce. Maintain clean CRM records and help build reports on retention performance and customer behavior. Track key KPIs including adoption, customer health, and NRR, and report insights regularly. Success in This Role Means Increased feature adoption across SMB accounts Measurable improvement in customer health scores Higher NRR through reduced churn and better renewal readiness Scalable, repeatable engagement programs in place Proactive risk identification and resolution What We’re Looking For 2+ years of experience in Customer Success, Customer Marketing, or Account Management, preferably in a SaaS environment managing SMBs Proven experience managing a high volume of customer accounts at scale, ideally through tech-touch or one-to-many programs Fluent in English and at least one additional language Strong written and verbal communication skills, with the ability to create customer-facing content Analytical mindset and experience using customer health, usage, or campaign data to drive actions Familiarity with customer engagement tools like ChurnZero, Gainsight, HubSpot, Intercom, or similar Based in Spain, Portugal, or Brazil with the ability to work in a fully remote, international environment Nice to Have Experience delivering live webinars or onboarding sessions Knowledge of customer lifecycle marketing or scaled CS best practices Background in SaaS platforms used by SMBs Why Join Us? Opportunity to work in a growing, global SaaS company with a strong focus on customer success Collaborate with a diverse, passionate, and remote-first team Make a direct impact on retention and customer satisfaction in a key segment Grow your career by owning strategic programs that scale success across thousands of customers Benefit from our employee stock option program—everyone on the team has a stake in the company’s success