Senior Customer Success Manager, SMB

IBM 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 — 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 • Identify expansion and renewal opportunities • Track health metrics and reduce churn • Lead onboarding and ongoing enablement What we offer: • Generous paid time off and company holidays • Competitive salary and meaningful equity • Annual learning and professional development budget • Paid parental leave • 401(k) retirement plan with company match How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. IBM 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 • Comfort with SaaS products and CRMs • Excellent communication • Experience in customer-facing roles • Strong relationship-building skills Nice to have: • A growth mindset and eagerness to keep learning • Familiarity with modern collaboration tools (Slack, Notion, Linear)