Customer Success Manager - SMB

Own a book of [xx-xx] SMB accounts and help each one get real results from Balto.

Role

Customer Success Manager, SMB

Location

Fully remote, U.S. only

Type

Full-time

Book

60 accounts, about $1.5M

Salary Range Base is $65k - $75k, OTE of $105k

Posted

October 23, 2026

About Balto

Balto builds AI for contact centers. We help agents in the moment, score every call so leaders don’t have to, and show teams what their customers are really saying, all in one place.

• 401(k)
• Unlimited PTO
• Learning Stipends

About the role

Balto, a pioneering tech startup that has built a suite of AI tools for large sales and customer service teams, is seeking a talented SMB Customer Success Manager to join our team. Your mission will be to manage a portfolio of new and existing customers, making sure they have the help, resources, and insights they need to get the most out of Balto.

Our SMB team runs a scaled model. You'll own a book of customers who can reach you directly, and you'll use AI and automation to stay ahead of every account instead of relying on one-to-one outreach alone. You will be instrumental in facilitating ongoing business and fostering lasting partnerships. This is a fully remote position, offering you the flexibility to work anywhere in the U.S.

What you’ll own

• Your book: 60 SMB accounts, about $1.5M in total book of business.
• Renewals: the full renewal process for every account in your portfolio.
• Growth: retention, expansion, and adoption across your book. These are the numbers you’ll be measured on.

Who we’re looking for

You’re an empathetic, organized, and driven customer success professional. You build strong relationships, learn how each customer’s business works, and connect what they need to the value Balto delivers. You’re also their advocate inside Balto, working with our teams to remove obstacles and spot opportunities to grow.

You may be a great fit if you:

• Thrive on building trust and strong customer relationships
• Enjoy solving problems and removing obstacles for customers
• Are proactive, organized, and comfortable managing a large portfolio of accounts
• Get excited about using AI and automation to do more for customers, not less
• Love connecting customer goals to measurable outcomes and ROI
• Can balance customer advocacy with business needs like renewals and expansion
• Want to help build out a new initiative within Balto

Key responsibilities

• Build strong relationships with customers and key stakeholders
• Lead ongoing customer communications, including check‑ins, business reviews, and renewal conversations, using a mix of one‑to‑one conversations and automated, scaled outreach
• Develop a clear understanding of each customer's goals, needs, and success metrics

• Run automated customer plays in our customer success platform for onboarding, adoption, and re‑engagement, and step in personally when an account needs it
• Use AI tools to draft, review, and personalize customer emails, in‑app messages and other customer engagements so every message still sounds like it came from you
• Contribute to and help run our scaled programs, including a weekly tips email, live office hours, and a customer community
• Spot patterns across your book and suggest new plays, content, or automations that help many customers at once

• Support new and existing customers with resources, guidance, and best practices
• Identify opportunities to increase product adoption and usage across customer teams
• Help customers measure and communicate Balto's value, including ROI and performance impact
• Partner with internal teams to ensure customers have what they need to be successful

• Own the contract renewal process for your portfolio, including timelines, customer…