Manage SMB customer lifecycle to reduce churn and drive renewals. Maintain billing/subscription accuracy, Salesforce data cleanliness, and coordinate with Sales, Finance, and Account Executives on upsells, contracts, and offboarding. Serve as voice of the customer, support product adoption, and help optimize accounts through ongoing engagement and project coordination.
About DeleteMe:
DeleteMe is the leader in proactive privacy protection. We help security teams reduce their human attack surface by continuously monitoring and removing exposed personal data (PII) from the open web — the very data threat actors use to launch social engineering, phishing, Gen-AI deepfake, doxxing campaigns, physical threats, and identity fraud.
Operating as a fast-growing, global SaaS company, DeleteMe serves both consumers and enterprises. DeleteMe has completed over 100 million opt-out removals, helping customers reduce risks associated with identity theft, spam, doxxing, and other cybersecurity threats. We deliver detailed privacy reports, continuous monitoring, and expert support to ensure ongoing protection.
DeleteMe acts as a scalable, managed defense layer for your most vulnerable attack vector: your people. That’s why 30% of the Fortune 100, top tech firms, major banks, federal agencies, and U.S. states rely on DeleteMe to protect their workforce.
DeleteMe is led by a passionate and experienced team and driven by a powerful mission to empower consumers with privacy.
Job Title: SMB, CUSTOMER SUCCESS MANAGER
Job Summary
As a Customer Success Manager you will act as the voice of the customer and work with customers as a strategic business partner to help them optimize their account around DeleteMe’s product offering. Customer Success Managers strive to understand how DeleteMe customers use our product and what additional product features will benefit our customer base. Success Managers help drive the retention experience for our customers and strategize on optimizing the entire customer lifecycle. A critical stakeholder for client success, Success Managers will be involved in project management, account management, customer retention, product/feature deployments, customer feedback loops, customer growth opportunities, and more.
Responsibilities
-Ongoing customer engagement for customers close to renewal to ensure a successful renewal process and reduce churn.
-Ongoing customer engagement to ensure DeleteMe has an appropriate billing method on file so DeleteMe can auto-renew applicable customers.
-Updates to customer subscriptions and invoices to ensure a smooth billing process.
-Maintaining Salesforce records to ensure data cleanliness.
-Coordination with CSMs and Sales as needed when upsell opportunities become possible.
-Coordinates with Finance to ensure invoices and subscriptions are accurate and timely.
-Coordinates with CSMs and AEs when contracts/agreements are required.
-Provide customer outreach at renewal and assist Account Executives to identify upsell opportunities for SMB customers.
-Assist with customer offboarding for SMB clients.
Experience
-Ability to engage with external customers alongside the account team.
-Outstanding communication, presentation, and customer relationship skills.
-Self-motivated and results-driven with a strong work ethic.
-Comfortable working independently and remotely.
-Extensive experience with customer-facing roles.
-Salesforce experience.
-Collaborative and team-oriented.
What We Offer:
Benefits and eligibility may vary based on role, location, employment status, and other factors.
- Comprehensive health benefits - Medical, Vision, Dental
- 401k retirement plan
- Paid Parental Leave
- 20 days of Paid Time Off
- 11 Company-Paid Holidays
- Birthday Off
- Work From Home Stipend
- Cell Phone Reimbursement
- Fitness Membership Reimbursement
- Child Care Reimbursement
- DeleteMe Gold Membership
- Discounted DM Plans for Friends and Family
DeleteMe Boston, Massachusetts, USA Office
Boston, MA, United States
DeleteMe Somerville, Massachusetts, USA Office
Somerville, MA, United States
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