SMB Customer Success Manager - Retail/E-commerce

At Similarweb, we are revolutionizing the way businesses interact with the digital world. Following a strategic acquisition that expands our e-commerce price intelligence capabilities, we are building a dedicated team to serve a growing global customer base. We are looking for a strategic, relationship-driven SMB Customer Success Manager to own our most complex e-commerce and pricing accounts, acting as a trusted advisor to brands and retailers who rely on real-time pricing intelligence to make mission-critical commercial decisions. Our clients - from global brands to large-scale retailers - depend on accurate, timely pricing data to stay competitive. You'll be the person who makes sure they succeed: managing sophisticated stakeholder relationships, advocating for their needs internally, and helping them translate data into measurable business impact. When technical challenges arise, they'll count on you to hold the line with clarity and confidence.

Responsibilities

Own the Lifecycle & Growth: Manage a portfolio of SMB accounts through the full customer lifecycle, including onboarding, adoption, health monitoring, renewals, and growth; Build Trusted Relationships: Connect with key stakeholders such as Heads of Pricing and Business Analysts, understanding how they rely on pricing intelligence data within their e-commerce teams; Drive Revenue & Strategy: Develop account plans that identify expansion opportunities and turn them into tangible, predictable revenue outcomes; Mitigate Churn Risks: Proactively spot and address churn signals before they escalate, taking decisive, targeted action to protect your book of business; Manage Technical Communications: Communicate reliably during technical or crawling-related issues—set clear expectations, keep customers informed, and follow through every time; Demonstrate Value: Conduct regular Business Reviews to showcase ROI, demonstrate value, and align closely on ongoing customer goals; Collaborate Cross-Functionally: Partner with Product, Support, and Development teams to escalate and resolve technical issues smoothly on behalf of customers; Maintain CRM Hygiene: Keep CRM records completely current with accurate health scores, documentation, and renewal forecasts

Requirements

2+ years in Customer Success, Account Management, or a similar customer-facing role within a SaaS or data/analytics company; Proven success managing a portfolio with strong retention and revenue growth outcomes; Commercial mindset: experience owning the full renewal cycle including forecasting, negotiation, and closing; Understanding of how e-commerce businesses — especially brands and retailers — use pricing data to compete; Technically curious and comfortable learning fundamentals of data crawling, delivery, and integrations

Nice to have

Familiarity with CRM systems (e.g., Salesforce) is a plus

Benefits

Hybrid work model (3 days in office, 2 days from home); Modern office in Prague's DOCK IN area with snacks, drinks, fruit and lunches on Tuesdays; 5 weeks of vacation; birthday day off; 3 sick days; Multisport; MacBook Pro M3, dual monitors, standing desks; Team events including regular team-building activities, monthly birthday celebrations, baking Thursdays and happy hours; Equity; Career growth through leadership, team switching, coaching and learning programs