Customer Success Manager, SMB

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At Clerri
, we’re a team of builders, believers, and bold thinkers driven by one mission: to remove the barriers between patients and providers through memberships that improve access to care and help practices thrive. Simply put, we bring care closer. Backed by a smart platform and a thoughtful team, we deliver the most trusted solution in the market.

As an SMB Customer Success Manager
, you are a high-volume, commercially-minded retention and growth expert. Your primary focus is on maximizing the lifetime value (LTV) of our small and mid-sized accounts by expertly driving Integration Upsells and executing the strategic Migration to New Pricing and Packaging (P&P). You will manage a scaled portfolio of customers, ensuring high Net Revenue Retention (NRR) and proactively growing accounts through value realization.

This position will report directly to the Team Lead, SMB Customer Success.

This position offers a base salary of $75,000, a variable compensation package of $16,000, and company equity.

You’ll be accountable for accelerating growth and executing critical strategic initiatives across your book of business. This includes (but is not limited to):

• Own the Growth Quota: Proactively identify and close Integration Upsells and new feature adoption deals, serving as the commercial point-of-contact for expansion revenue across your SMB portfolio (30% comp focus).
• Strategic P&P Migration: Systematically engage accounts to execute the defined strategy for migrating customers to the new pricing and packaging structure (20% comp focus), handling objections and clearly communicating the long-term value.
• Net Revenue Retention & Growth: Manage and execute all renewal cycles, ensuring high renewal rates and overall Net Revenue Growth (NRG) within your portfolio (50% comp focus).
• Proactive Engagement at Scale: Manage a large, high-volume book of business by prioritizing engagement efforts based on customer health data, renewal dates, and upsell propensity.
• Value Consultation: Conduct targeted outreach to demonstrate the ROI of current services and present the clear business case for adopting value-added integrations and migrating to strategic pricing tiers.
• Process Efficiency: Utilize CRM tools and internal processes to accurately forecast upsell and migration volumes, ensuring efficient management of a scaled customer base.
• Voice of the Customer: Collect and relay feedback regarding new pricing/packaging and integration value to Product and Leadership teams to refine market strategy.

Do these things sound like you? Yes? Great, you’re already on the path to success at Clerri.

• You are a high-energy commercial farmer who thrives on managing a high volume of accounts and finding opportunities in every engagement.
• 2+ years of experience in an Account Management or Customer Success role with a demonstrable track record of meeting or exceeding upsell/expansion goals.
• Exceptional skills in change management and persuasion, with the ability to communicate the value of new product tiers and pricing structures clearly and confidently.
• Proven ability to manage and prioritize activities across a large, scaled book of business.
• Familiarity with the customer lifecycle, including onboarding, renewal, and expansion motions.
• You possess excellent relationship-building and communication skills, adaptable to various personality types.
• You are self-motivated, organized, and driven by achieving measurable KPIs.
• And you have a bachelor’s degree in anything. We mean it!

• Previous experience in a SaaS environment managing mid-market or small business accounts.
• Deep familiarity with Salesforce or other CRM tools for pipeline management and forecasting.
• A background in or understanding of the dental industry or multi-site/franchise business models.
• You are a self-starter with the ability to "figure it out" and prioritize tasks independently to maximize revenue contribution.
• No stranger to playing hard and working harder while treating others with respect and…