Senior Customer Success Manager, SMB

American Express is hiring a Senior Customer Success Manager, SMB to join our fully remote team in the United States. As a Senior Customer Success Manager, SMB, you'll drive adoption, retention, and growth for our customers. This is a full-time, work-from-home role open to candidates across the US (Remote — Anywhere in the US). About the role You'll drive adoption, retention, and growth for our customers, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Own a portfolio of customer accounts • Advocate for customer needs internally • Lead onboarding and ongoing enablement • Identify expansion and renewal opportunities • Track health metrics and reduce churn What we offer: • Paid parental leave • Generous paid time off and company holidays • 100% remote, work-from-anywhere-in-the-US culture • Flexible working hours across US time zones • Home office and wellness stipends How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. American Express is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Excellent communication • Data-driven and organized • Strong relationship-building skills • Comfort with SaaS products and CRMs Nice to have: • A growth mindset and eagerness to keep learning • Comfort communicating clearly and proactively in writing