**Customer Engagement Manager – SMB Segment at blithequark**

Are you a customer-centric professional with a passion for driving growth and retention in small and medium-sized businesses (SMBs)? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join our Customer Success team at blithequark as a Customer Engagement Manager – SMB Segment. **About blithequark** blithequark is a leading global SaaS company that empowers businesses to succeed through innovative technology solutions. Our mission is to deliver exceptional customer experiences that drive growth, retention, and satisfaction. With a strong focus on customer success, we're committed to helping our customers achieve their goals and overcome challenges. **The Role** As a Customer Engagement Manager – SMB Segment, you'll play a critical role in driving retention and adoption across our large base of SMB customers. You'll design and execute scaled engagement programs, monitor customer health and product usage, and proactively intervene to prevent churn. Your expertise will help us deliver group onboarding sessions, customer webinars, and self-service content that empower users to get the most out of our product. **Key Responsibilities** * Design and execute scaled engagement programs, including lifecycle emails, webinars, in-app guides, and 1:1 calls, to drive retention and product adoption * Monitor customer health and product usage to identify at-risk accounts and proactively intervene before churn * Deliver group onboarding sessions, customer webinars, and self-service content to help users get value from the product * Collaborate with the Renewals team to support timely renewals and flag risks * Partner with Product and Support teams to amplify customer feedback and improve the overall customer experience * Collaborate with Marketing to develop webinars, email campaigns, and creative assets * Manage day-to-day interactions with customers using tools like ChurnZero, Intercom, HubSpot, Canny, Google Sheets, and Salesforce * Maintain clean CRM records and help build reports on retention performance and customer behavior * Track key KPIs, including adoption, customer health, and NRR, and report insights regularly **Success in This Role Means** * Increased feature adoption across SMB accounts * Measurable improvement in customer health scores * Higher NRR through reduced churn and better renewal readiness * Scalable, repeatable engagement programs in place * Proactive risk identification and resolution **What We’re Looking For** * 2+ years of experience in Customer Success, Customer Marketing, or Account Management, preferably in a SaaS environment managing SMBs * Proven experience managing a high volume of customer accounts at scale, ideally through tech-touch or one-to-many programs * Fluent in English and at least one additional language * Strong written and verbal communication skills, with the ability to create customer-facing content * Analytical mindset and experience using customer health, usage, or campaign data to drive actions * Familiarity with customer engagement tools like ChurnZero, Gainsight, HubSpot, Intercom, or similar * Based in Spain, Portugal, or Brazil with the ability to work in a fully remote, international environment **Nice to Have** * Experience delivering live webinars or onboarding sessions * Knowledge of customer lifecycle marketing or scaled CS best practices * Background in SaaS platforms used by SMBs **Why Join Us?** * Opportunity to work in a growing, global SaaS company with a strong focus on customer success * Collaborate with a diverse, passionate, and remote-first team * Make a direct impact on retention and customer satisfaction in a key segment * Grow your career by owning strategic programs that scale success across thousands of customers * Benefit from our employee stock option program—everyone on the team has a stake in the company’s success If you're a motivated, customer-centric professional with a passion for driving growth and retention in SMBs, we encourage you to apply for this exciting opportunity. Join our team at blithequark and help us deliver exceptional customer experiences that drive success for our customers and our business.