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Customer Success Manager, SMB Partner Programs

Sanguinesa Sociedad Anónima

Job Overview

Location

Oregon, USA

Job Type

Full-time

Full Job Description

📋 Description

• Own the entire customer lifecycle for a rapidly growing portfolio of SMB accounts on Introzy, the multi-app platform that unites networking, workflow, and productivity for partner and referral programs. You will be the single-threaded owner who moves customers from signature to success, renewal, and expansion.
• Run a high-volume, high-velocity onboarding engine: lead discovery calls to uncover program goals, translate those goals into a tailored success plan, coordinate technical implementation with Solutions Engineering, deliver live and asynchronous training, and shepherd every customer to a confident go-live within their first 30 days.
• Act as a strategic advisor to founders, partner managers, and marketing leaders who are launching or scaling partner and referral motions. You will co-design program structures, incentive tiers, partner onboarding playbooks, and KPI dashboards so customers can move from zero to predictable revenue faster.
• Build and iterate on scalable engagement campaigns that drive activation, feature adoption, and partner utilization. Leverage Intercom, Loops, and in-app messaging to deliver the right nudge at the right moment, then measure lift with Segment, Amplitude, and Fullstory to refine the next wave.
• Manage customer health at portfolio scale. Combine product telemetry, NPS, and usage trends into a living health score that tells you exactly which accounts need love, which are ready to expand, and which are at risk. Prioritize your day ruthlessly and automate the routine so you can focus on the conversations that matter.
• Quarterback renewal and expansion cycles. Run lightweight but outcome-focused business reviews that surface ROI, identify upsell triggers (additional seats, premium tiers, add-on modules), and tee up seamless hand-offs to Sales when multi-year or multi-product deals are on the table.
• Coach customers on best-in-class tactics for activating connectors and partners: email sequences, co-branded assets, referral landing pages, and leaderboard-driven gamification. Package those tactics into reusable templates that the whole customer base can adopt.
• Serve as the voice of the SMB customer inside Introzy. Distill field insights into clear, prioritized feedback for Product and Partnerships—shaping roadmap items like marketplace integrations, workflow triggers, and AI-powered partner recommendations.
• Design retention plays for at-risk accounts. Build exit-interview scripts, automated win-back sequences, and scaled office hours that turn churn signals into expansion opportunities.
• Collaborate daily with a lean, high-trust team in Notion, Slack, and Linear. Share wins, surface blockers, and ship iterative improvements to our CS playbooks every single week.
• Report directly to the Head of Customer Success with executive visibility into retention, NRR, and product adoption metrics. Your dashboards will be reviewed by founders and investors alike.

🎯 Requirements

• 3-5 years of Customer Success, Account Management, or Implementation experience in a B2B SaaS environment serving SMB customers
• Proven track record managing subscription or recurring-revenue portfolios, including renewals and expansion/upsell motions
• Demonstrated ability to manage a high-volume book of business through data-driven prioritization and scalable playbooks
• Exceptional written and verbal communication skills with a bias toward action and clarity
• Comfort working in a fully remote environment and maintaining at least 4 hours of overlap with US Eastern/Central time zones

🏖️ Benefits

• Direct ownership of customer relationships with executive-level visibility and influence on product direction
• Opportunity to shape the Customer Success function from the ground up at a fast-growing, early-stage platform
• Lean, high-impact team culture with clear priorities and minimal red tape
• Remote-first environment with flexible hours and the ideal sweet spot in the NYC Metro Area

Skills & Technologies

Remote

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Sanguinesa Sociedad Anónima

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About Sanguinesa Sociedad Anónima

Argentine pharmaceutical manufacturer founded in 1934, producing sterile injectable solutions, IV fluids, antibiotics, antiseptics, and specialty hospital products. The company operates a GMP-compliant plant in Pilar, Buenos Aires province, supplying public and private hospitals across Argentina, Paraguay, and Uruguay. Core competencies include aseptic filling, lyophilization, and large-volume parenteral production, focusing on critical care, oncology, and anti-infective therapies. Sanguinesa maintains rigorous quality control, national regulatory approvals, and ongoing R&D to expand its portfolio of essential medicines. It also offers contract manufacturing services for domestic and international partners.

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