Customer Success Manager, SMB & Partner Programs
Location: Remote. Must overlap with US Eastern/Central time zones. Ideal location, NYC Metro Area.
Company: Introzy (subsidiary of Sanguine Technology Solutions)
About Us
Sanguine is the parent company behind Introzy, our core product - a multi-app platform (including Funlz and Profylz) designed to unify networking, workflow, and productivity. We're an early-stage company moving fast to deliver value, with a lean team, clear priorities, and a customer-first culture.
About Sanguine Technology Solutions
Sanguine Technology Solutions is the technology engine of the Sanguine portfolio, 2024 Inc. 5000 #94. Its mission is to build category-defining software that addresses high-friction, high-value problems for small and mid-sized businesses. From partner operations (Introzy) and intelligent surveys (Funlz) to AI-powered automation and custom SaaS, STS delivers tools that help businesses grow faster, with more clarity and less chaos.
The Role
Own customer relationships from onboarding through renewal and expansion for a high-volume SMB portfolio. You'll be a strategic advisor helping customers design, launch, and grow their partner and referral programs on our platform - blending classic account management with scaled, programmatic engagement. This is a high-ownership role with direct impact on retention, expansion, and product direction.
What You'll Do
Own end-to-end onboarding for new SMB customers: discovery, success planning, implementation coordination, training, and go-live
Manage a high-volume portfolio of SMB accounts, using health scores and product telemetry to prioritize outreach and interventions
Help customers design and optimize their partner/referral programs on our platform, including onboarding partners, building playbooks, and tracking performance
Design and run targeted, scalable engagement campaigns (email, in-app, webinars) to drive activation, feature adoption, and partner program utilization
Act as the primary point of contact for SMB customers, handling QBRs or light-touch business reviews focused on outcomes and expansion opportunities
Identify and execute on upsell and cross-sell plays (additional seats, higher tiers, add-on modules) in partnership with Sales
Coach customers on best practices for activating connectors/partners and converting leads using Introzy's workflows and data
Collaborate with Product and Partnerships to relay customer feedback on partner workflows, integrations, and marketplace features
Build and iterate on retention plays for at-risk customers, implementing scaled responses to common queries
Our Tools
Customer engagement: Intercom, Loops
Analytics and telemetry: Segment, Amplitude, Fullstory
Internal collaboration: Notion, Slack, Linear
What We're Looking For
3-5 years in Customer Success, Account Management, or Implementation at a B2B SaaS company, preferably serving SMB customers
Experience with subscription/recurring revenue models, renewals, and expansion/upsell motions
Comfortable managing a large portfolio; able to design and iterate on playbooks, not just follow them
Strong written and verbal communication with a bias toward action
Data-driven approach to prioritization and customer health management
Nice to Have
Experience in partnerships, channel, affiliate, or PRM tools
Prior work with partner managers, agencies, or resellers
Familiarity with PLG or product-led growth motions
Experience building scaled CS programs from scratch
Why Join
Direct ownership of customer relationships with executive visibility
Shape the customer success function from the ground up at a fast-growing partnerships platform
Lean team with clear priorities and high impact
Opportunity to influence product direction through direct customer feedback loops
Average salary estimate
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