Senior Manager, Account Success, Commercial

It’s an exciting time at Crossbeam. We built our company on a simple but powerful realization: partner ecosystems hold untapped potential to transform how companies go to market. That insight became a movement, now embraced by more than 30,000 companies using Crossbeam to unlock new data, build new growth engines, and provide powerful new market context to their AI agents. We’re scaling with speed, focus, and a vision that’s reshaping the future of go-to-market, backed by top-tier investors like Andreessen Horowitz, Insight Partners, Redpoint, FirstMark, Salesforce Ventures, and HubSpot Ventures (yep, the biggest CRMs are investing in the future of go-to-market).The opportunity ahead is exciting, and we’re pursuing it with curiosity, high standards, and a shared commitment to doing the best work of our careers.What is Crossbeam?Crossbeam is the first and largest Ecosystem Revenue Platform. We act as an escrow service for data, allowing companies to find overlapping customers and prospects with their partners while keeping the rest of their data private and secure. Companies use this data to sell more effectively, market to the right audiences, build the right products, collaborate with their service partners, generate demand, inform M&A, and more. This has created an entirely new way of doing business called “Ecosystem-Led Growth” or ELG—and it works: 40% of our customers' closed deals come from their ecosystem.About The RoleWe’re looking for an SMB Account Success Leader to lead the charge in driving retention, growth, and customer value across our fastest-growing customer segment. This leader will oversee two distinct success motions across different plan types and team structures - owning both the operational rhythm and strategic direction for our SMB book of business. You’ll be responsible for driving Gross Revenue Retention, expansion within existing accounts, and pipeline generation. Think of this as a hybrid of customer success leadership, commercial strategy, and operational excellence - all anchored in a coaching-first mindset.What You’ll DoLead, coach, and inspire a team of Account Success Managers (ASMs) across multiple motions - ensuring consistent customer engagement, adoption, and value realization.Own the SMB retention number: drive proactive health management, renewal excellence, and growth with our customers. Drive pipeline generation from the existing base through success-led outbound, usage expansion, and partner-assisted plays.Identify risk and execute retention and expansion plays across accounts, prioritizing customer health and happiness, while building scalable playbooks and success cadences (both automated and high-touch) tailored for the SMB segment.Coach the team to excellence: raise skill levels across communication, consultative selling, and customer management.Celebrate wins and build culture: drive a transparent, accountable, high-energy environment where everyone learns and grows.Implement strong process discipline across renewal tracking, adoption, and risk identification, while representing SMB Success in forecast planning and broader GTM leadership discussions.Collaborate cross-functionally with Sales, Marketing, Product, and Partnerships to align customer lifecycle, renewal, and expansion motions.What You Bring to the Table6+ years in SaaS customer success, account management, or revenue-retention leadership roles.2+ years leading customer-facing teams in SMB or scaled-CS segments (startup or high-growth SaaS environment preferred).Proven track record driving GRR and NRR through team coaching and process improvement.Strong understanding of renewal, health, and expansion metrics; comfortable operating in data-driven environments.Experience building or managing two-motion success teams (tech-touch + high-touch, or product-led + managed).History of coaching teams to identify expansion opportunities and generate pipeline within existing accounts.Excellent communicator - able to connect with both customers and internal stakeholders at every level.Collaborative and curious: thrives in cross-functional environments where GTM, CS, and Product intersect.Highly organized, accountable, and focused on scaling what works.Bonus: Experience with product-led growth (PLG) models, success automation tools, and ecosystem-led expansion motions.Why You’ll Love It Here Competitive base salary + performance incentives + equityRemote/hybrid flexibility—we trust you to bring your best self from wherever you workOpportunity to scale one of Crossbeam’s fastest-growing revenue segmentsCollaborative, high-energy culture that mixes hustle with humanityClear career path into senior revenue leadership rolesWhat Success Looks Like in 90 DaysYou’ve onboarded successfully and built strong relationships with your team and peers across GTM.You’ve analyzed the SMB book of business and created an action plan to improve health and renewal rates.You’ve rolled out a consistent 1:1 and team-coaching cadence focused on renewals and expansion pipeline.You’ve identified at least one scalable play to drive SMB retention or expansion and begun pilot execution.What Excellence Looks LikeAt Crossbeam, excellence means:Thinking from first principles and finding simple, clear paths through complexityBeing solutions-oriented and always driving toward outcomesTaking full ownership and acting like a business owner Making others around you better, and holding yourself to high standards Driving urgency with empathy Coachability, no matter your experience levelOur BenefitsThis is a salaried* role. In addition, Crossbeam offers:Health Care Plan (Medical, Dental & Vision)Flexible PTO PolicyParental leaveStock Option Plan401k Plan + MatchLearning & Development BudgetRemote Work OptionsGenerous Wellness StipendThis role has been categorized as a Remote position. "Remote" employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to Crossbeam. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role. Equal Opportunity EmployerWe’re proud to be an Equal Opportunity Employer and are committed to building a team that reflects a wide variety of backgrounds, perspectives, and skills. We don’t discriminate on the basis of race, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, disability, veteran status, genetic information, or any other protected characteristic.If you need reasonable accommodations during any part of the application or interview process, please let us know—we’re happy to support you.