Sr. Customer Success Manager - SMB​/Mid Market Member Experience San Francisco, CA

Sr. Customer Success Manager - SMB/Mid Market

Honey Book is the leading AI‑powered business management platform for service‑based business owners. Designed to enhance—not replace—independent professionals, Honey Book’s AI‑powered tools help businesses attract leads, connect with clients, book projects, and manage payments more efficiently. With AI seamlessly integrated into every workflow, entrepreneurs can focus on their craft while scaling their businesses with confidence. Since its founding in 2013, Honey Book has powered over 25 million client relationships and processed more than $12 billion in transactions, helping independent businesses grow faster and smarter.

Our culture is built on five core values that inform everything we do. We encourage collaboration, feedback, ownership, and have a growth mindset. We know experience comes in many forms, some visible on your resume, others not. No one candidate will be a 100% perfect match to our description, so if you thrive in a fast‑paced, intellectually‑charged environment and have similar experience to what we are looking for, we encourage you to apply.

About the role

We’re looking for a Sr. Customer Success Manager - SMB/Mid‑Market to design and run proactive customer success programs that measurably accelerate time‑to‑value, improve adoption, and drive net revenue expansion across a focused book of strategic SMB/MM customers. As a senior builder‑IC, you’ll own outcomes end‑to‑end: from onboarding and value realization to QBRs, renewals, and upsells while establishing the playbooks, instrumentation, and operating rhythm that can scale.

You’ll partner closely with Product, Growth, and Member Care to turn insights into repeatable motions and proof points for future team expansion. If you love turning customer outcomes into revenue outcomes, this role is for you.

This role is hybrid to our San Francisco office, 3 days per week and requires occasional travel to Tel Aviv/NY ~2×/year for planning and collaboration.

Here are some things you’ll do

• Own a strategic SMB/MM book of business – driving customer success through adoption, renewals, and growth with strong retention and expansion results.

• Deliver a standout onboarding experience that helps customers activate quickly and see value early.

• Design and run proactive engagement programs (like onboarding tune‑ups, adoption campaigns, and renewal prep) in partnership with our Digital Programs Lead: testing, iterating, and measuring what works.

• Build a smart, efficient CS system powered by data and AI to forecast retention, create/maintain Q  templates, track health, and guide customer conversations; maintain clear dashboards and follow through on key milestones.

• Grow your expansion pipeline and maintain disciplined forecasting and communication around opportunities and risks.

• Champion customer advocacy by collaborating with our community team to turn success stories into references, reviews, and case studies.

• Share insights that shape our product and growth strategy highlighting churn risks, feature gaps, and opportunities for improvement.

• Document playbooks and best practices to scale what works and help pave the way for future CSMs.

Here’s what we’re looking for in a candidate

Must‑haves

• Ownership & Initiative:
You take pride in building and improving – designing programs, setting clear goals, and delivering results with minimal direction while collaborating openly across teams.

• Commercial Mindset:
You’re confident managing renewals and expansions in an SMB/MM environment, balancing business outcomes with genuine customer advocacy.

• Customer Growth Focus:
You know how to turn insights into action: driving feature adoption, accelerating time‑to‑value, and helping customers realize measurable success.

• AI Confidence:
You use AI tools thoughtfully to scale research, personalize communication, and streamline prep – always grounded in accuracy, privacy, and human connection.

Nice‑to‑haves

• Analytical Clarity:
You focus on what matters most, use data to guide priorities, and communicate trade‑offs clearly.

• Storytelling:
You turn insights into simple, compelling stories that help teammates and…