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