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Senior Manager, CSM - SMB & Mid-Market



Posted on Tuesday, April 30, 2024

At Bitly, we believe in the power of the link or scan - to start a conversation, build a relationship or grow a business. Our mission is to turn every interaction into a catalyst for connections. It’s what motivates us to help people share, promote and engage everywhere on the Internet. We do this by being relentlessly product-focused, fostering the free-flowing exchange of ideas, and inspiring people around the world to dream up new ways of using Bitly.

The Role

Bitly is looking for a Senior Manager, Customer Success Managers - SMB & Mid-Market to build, maintain, and grow strategic relationships with our top SMB and Mid-Market customers. You will be responsible for managing our SMB and Mid-Market Customer Success Team as well as leading strategic initiatives aimed at maximizing adoption, retention, and overall customer lifetime value at scale.

The ideal candidate is a strong leader with industry expertise who has a proven track record of success both in interacting with a high volume of clients as well as growing and leading a team. This role reports directly to the Senior Director of Customer Success.

The ideal candidate is a strong team player and collaborator with a passion for driving a top-notch customer experience and building exceptional and long-lasting customer relationships.

What You'll Do
  • Exceptional relationships
    • Become a trusted advisor to key customer stakeholders and executive sponsors to fully understand business strategy, technical environment and measures for success
    • Serve as customer advocate and liaison while effectively collaborating with internal cross-functional teams, such as product management, sales, marketing, legal, engineering and finance

  • Customer delight
    • Set, measure and achieve or exceed client retention and upsell/cross sell quotas
    • Accurately forecast renewal, upsell and cross sell pipeline through effective proactive account management
    • Identify and pursue client upsell opportunities, within and outside of their existing use case, to grow your book of business. Where appropriate, partner with sales on strategic deals
    • Anticipate at-risk accounts to mitigate retention risk through client action plans and training on a high volume of accounts

  • Lead World-class Customer Success Teams
    • Lead a team of high potential CSM’s responsible for all stages of the customer success process: onboarding, training, customer success management, renewals, cross-sell / up-sell, customer support, and advocacy
    • Set clear objectives, provide ongoing feedback, and support career development for team members
    • Attract and recruit new team members
    • Foster strong collaboration within the team and with other company stakeholders
    • Encourage continuous learning and a culture of coaching within the team
    • Teach and learn from best practices in the customer success ecosystem

  • Process
    • Make Bitly the best in the business by continuously improving processes in the Customer Success organization and when needed, assisting to train new hires
    • Take the initiative to document best practices and sharing successes with the team

Who You Are

  • Minimum of 4 years in a CSM or Sales Leadership role
  • Have strong leadership skills with the ability to motivate and inspire a team to achieve results
  • Customer-first mentality and talent for building strong relationships with clients and colleagues
  • Experience working cross-departmentally (with sales, front-line customer service, product, engineering) to serve the needs of customers
  • Experience using Gainsight and Salesforce or similar CRM software
  • Ability to prioritize and manage expectations within a fast-paced environment
  • Excellent written and verbal communication and presentation skills
  • Demonstrated experience and passion for social technologies and SaaS space

US Employee Benefits

  • Competitive Salary + Stock Options
  • Comprehensive and competitive medical, dental, and vision insurance (all LGBT friendly)
  • 401k with up to 4% employer match
  • One Medical membership: Doctors you can text, call or email 24/7 and receive access to expert insurance guidance
  • Meaningful opportunity for community building through our Employee Resource Groups
  • Access to care for everything from mental health, reproductive health, family planning, pediatrics with Maven.
  • Access to mental health support and Employee Assistance Program (EAP) with confidential counseling services through Lyra.
  • Unlimited PTO Policy, including Mental Health days and 2 annual “Recharge” weeks
  • Wellness reimbursement program
  • Partial cell phone and WiFi service reimbursement
  • Voluntary LegalShield for legal services and IDShield for identity theft protection
  • Unlimited vacation, personal time, and flexible work from home policies
  • Full support for remote work, including a $500 home office stipend
  • Generous parental leave policies; maternity and parental leave for growing families
  • Budget for professional development opportunities, including courses and conference attendance
  • Company sponsored volunteering opportunities


US applicants must be currently authorized to work in the United States on a full-time basis.

*** Must live in or be willing to relocate to one of the following states to be eligible for hire: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Louisiana, Massachusetts, Michigan, Minnesota, New York, New Jersey, North Carolina, Pennsylvania, Texas, Vermont, Virginia, Washington ***
If you are based in California, we encourage you to read this important information for California residents linked here. (https://bitly.is/CPRACandidates)
The annual cash compensation range for this position is below. Final compensation will be determined based on experience and skills and may vary from the range listed.
Pay Range
$124,000$186,000 USD

Our Values

  • Be a Catalyst. As an innovative technology company, we build our products to be a catalyst for connection and encourage our team to be catalysts for meaningful impact both at work and in the world
  • Take Ownership. In our highly collaborative culture, Individual accountability is critical. We depend on each other to solve our customers' most challenging problems and celebrate the wins together
  • Champion Diversity, Equity & Inclusion. Our product connects people of all backgrounds and abilities. And our company is built on the belief that our differences make us better and that everyone deserves the opportunity in which to thrive
  • Show Integrity. We don’t cut corners. We don’t look for the easy way out. We approach every day with a shared mindset - let’s do the right thing, even if it’s the harder thing
  • Have Fun. Whether your time is here is as short as a Bitly link or as long as the links your grandma sends you, we want your experience at Bitly to be fun and memorable. We hope the connections you make here last a lifetime
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Bitly also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Bitly.