Customer Success Manager, SMB

ABOUT POSH

We are all social creatures, but the dominant “social” companies today have evolved into digital loneliness machines, driving isolation, anxiety, and mental health challenges around the world.

Human connection is lost. Posh is a beacon guiding us back.

Posh enables anyone to build an IRL community based on shared interests, while connecting consumers with the communities of people just like them. Founded by event organizers who were frustrated with the growing loneliness epidemic and the tools available to build their own event brand, we’ve built the ultimate platform for launching, monetizing, and finding IRL communities of people just like you. In just 6 years, Posh has grown to a team of 70, expanded to 10M+ users, secured $70m in venture funding, and facilitated over $400M in transactions.

ABOUT THE ROLE

Posh is hiring a Customer Success Manager to own our SMB segment: exclusive event organizers earning or projected to earn $75K-$130K in annual GMV.

This is a builder role. You’ll manage a large book of business (around 400 accounts), the majority of which you’ll serve through a scaled, one-to-many motion. Your one-to-one time goes to two much smaller groups: organizers who are onboarding and those that look ready to grow. Everyone else is supported by the engine you build: automation, lifecycle playbooks, and live programming.

You’ll be the first dedicated owner of this segment, which means you won’t inherit a playbook; you’ll build it. You'll onboard every new SMB organizer our sales team closes with a single structured onboarding call, then route them into the education webinar series you run, guiding them from contract signature through their first live event. Then you’ll build the systems (segment analysis, growth-signal automations, email and SMS playbooks) that surface the right account at the right moment so your one-to-one time always goes where it drives the most growth.

Your north star is simple: organizers launch faster, sell more tickets in their first months, and grow into Mid-Market because they work with you.

You’ll be accountable for:

- Strong revenue growth across newly onboarded accounts

- Onboarding conversion and time-to-first-event: contract signed → account created → event live → tickets sold

- Adoption of revenue-driving product features in an organizer’s first 30-60 days

- Net Revenue Retention across the SMB book of business

- Qualified graduation opportunities surfaced to Account Management as accounts cross into Mid-Market to close renewal and upsell deals

WHAT YOU’LL DO

ONBOARDING

- Build the SMB onboarding program from scratch: one structured onboarding call, the materials that go with it, and the webinars organizers get routed to afterward, so every organizer goes live with a strong foundation

- Own onboarding for every new SMB account, from exclusive contract signature through the close of their first event

- Define the 30-60 day adoption path: which revenue-driving features each organizer should adopt first, plus guidance based on what works on the platform, and build the nudges that get them there

- Set expectations for the post-onboarding model from day one, so the transition into scaled support after the first onboarding call is designed

SCALED ENGINE

- Stand up and run the scaled support motion: twice-weekly office hours, the education webinar series organizers are routed into after onboarding, and lifecycle email playbooks: product adoption nudges, new feature announcements, key-date reminders, and milestone celebrations

- Define the SMB growth model: identify the shared attributes and signals behind the fastest-growing accounts in this ICP and turn them into the triggers your automations run on

- Build growth- and churn-signal automations in Planhat, by yourself and in partnership with our RevOps team, so the right account surfaces to you automatically, and build agentic workflows that take first-line action on those signals so your