Customer Success Manager, SMB

Beyond powers the business of short-term rentals with a best-in-class Revenue Management System used by thousands of property managers and owners around the world. We’re profitable, growing fast, and building with the latest technologies—including AI—to help our customers unlock more revenue with less effort. Behind our product is a global team of 180+ Beyonders who bring curiosity, craft, and care to everything we do. We believe people are the most important part of any business, starting with ours. It's with that in mind that Beyond is looking to add a CSM, SMB to our growing team. Working in the PST time zone and reporting to the Manager, Customer Success, SMB you will have the opportunity to help support our internal teams and accelerate our growth. We believe in bringing your whole self to work. We are committed to building a diverse team and embracing an inclusive culture. If you are looking to get in on the ground floor of a high-growth startup and be a part of a founding team, we’re excited to chat with you. Before reading further... Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway! As our CSM, SMB, you’ll be responsible for: Making pricing recommendations on behalf of our users at the portfolio and listing level by running and analyzing advanced reports Assisting partners in solving revenue strategy-related issues via email and zoom Securing annual subscription renewals and upsell opportunities Monitoring and reporting on the revenue health and risk of accounts Assisting partners in solving technical and strategy related issues Providing best practices and proactive outreach to partners to ensure they are on their journey to success Maintaining a deep understanding of Beyond’s suite of products Working with cross-functional teams to drive better collaboration and customer experience Being the voice of the customer back to our Product organization, communicating trending customer feedback and ideas Driving customer adoption, retention, and satisfaction for Lighthouse book of accounts Working with a team to manage a portfolio of approximately 300-350 accounts So what kind of person are we looking for in this role? The person who will be successful in this role will be: Curious: By nature, you have a knack for learning the ins-and-outs of software. You have the desire to dive into issues and understand what is going on beneath the surface. You know when something is over your head and are not afraid to ask for help. Going Beyond: You love going above and beyond for teammates and customers, and a drive to identify creative ways to improve the customer experience. You don’t hesitate to suggest new, out-of-the-box ideas. Detail Oriented: You have a unique ability to proactively identify and address all customer concerns and colleague needs with thoroughness and precision. Empathetic: You provide thoughtful communication which is the foundation of strong relationships with the ability to understand customer pain points and a genuine desire to help resolve issues. Outgoing: You are enthusiastic and confident in your ability to quickly connect with new people Now that we’ve told you what the job looks like, here are the qualifications we're looking for in a candidate: 2+ years of experience in customer success Previous experience supporting US customers in any US time zone Comfortable working the Pacific Time Zone shift (8:30pm-5:30am IST) Experience analyzing data/spotting trends and actioning Experience communicating difficult, technical concepts professionally and thoughtfully. Experience balancing multiple tasks and customer needs simultaneously. Ability to prioritize your workday independently. Ability to handle working in a fast-paced work environment. Experience working with software or the ability to learn a wide variety of tools. Clear, concise, ... (truncated, view full listing at source)