Customer Success Manager, SMB & Partner Programs

Location: Remote. Must overlap with US Eastern/Central time zones. Ideal location, NYC Metro Area.

Company: Introzy (subsidiary of Sanguine Technology Solutions)

Sanguine is the parent company behind Introzy, our core product - a multi-app platform (including Funlz and Profylz) designed to unify networking, workflow, and productivity. We're an early-stage company moving fast to deliver value, with a lean team, clear priorities, and a customer-first culture.

Sanguine Technology Solutions is the technology engine of the Sanguine portfolio, 2024 Inc. 5000 #94. Its mission is to build category-defining software that addresses high-friction, high-value problems for small and mid-sized businesses. From partner operations (Introzy) and intelligent surveys (Funlz) to AI-powered automation and custom SaaS, STS delivers tools that help businesses grow faster, with more clarity and less chaos.

Own customer relationships from onboarding through renewal and expansion for a high-volume SMB portfolio. You'll be a strategic advisor helping customers design, launch, and grow their partner and referral programs on our platform - blending classic account management with scaled, programmatic engagement. This is a high-ownership role with direct impact on retention, expansion, and product direction.

• Own end-to-end onboarding for new SMB customers: discovery, success planning, implementation coordination, training, and go-live
• Manage a high-volume portfolio of SMB accounts, using health scores and product telemetry to prioritize outreach and interventions
• Help customers design and optimize their partner/referral programs on our platform, including onboarding partners, building playbooks, and tracking performance
• Design and run targeted, scalable engagement campaigns (email, in-app, webinars) to drive activation, feature adoption, and partner program utilization
• Act as the primary point of contact for SMB customers, handling QBRs or light-touch business reviews focused on outcomes and expansion opportunities
• Identify and execute on upsell and cross-sell plays (additional seats, higher tiers, add-on modules) in partnership with Sales
• Coach customers on best practices for activating connectors/partners and converting leads using Introzy's workflows and data
• Collaborate with Product and Partnerships to relay customer feedback on partner workflows, integrations, and marketplace features
• Build and iterate on retention plays for at-risk customers, implementing scaled responses to common queries

• Customer engagement:
  Intercom, Loops
• Analytics and telemetry:
  Segment, Amplitude, Fullstory
• Internal collaboration:
  Notion, Slack, Linear

• 3-5 years in Customer Success, Account Management, or Implementation at a B2B SaaS company, preferably serving SMB customers
• Experience with subscription/recurring revenue models, renewals, and expansion/upsell motions
• Comfortable managing a large portfolio; able to design and iterate on playbooks, not just follow them
• Strong written and verbal communication with a bias toward action
• Data-driven approach to prioritization and customer health management

• Experience in partnerships, channel, affiliate, or PRM tools
• Prior work with partner managers, agencies, or resellers
• Familiarity with PLG or product-led growth motions
• Experience building scaled CS programs from scratch

• Direct ownership of customer relationships with executive visibility
• Shape the customer success function from the ground up at a fast-growing partnerships platform
• Lean team with clear priorities and high impact
• Opportunity to influence product direction through direct customer feedback loops