Customer Success Manager- SMB

Job Description:

• About Burq
• Burq started with an ambitious mission: how can we turn the complex process of offering delivery into a simple turnkey solution.
• It’s a big mission and now we want you to join us to make it even bigger! 🚀
• We’re already backed by some of the Valley's leading venture capitalists, including Village Global, the fund whose investors include Bill Gates, Jeff Bezos, Mark Zuckerberg, Reid Hoffman, and Sara Blakely. We have assembled a world-class team all over the globe.
• We operate at scale, but we're still a small team relative to the opportunity. We have a staggering amount of work ahead. That means you have an unprecedented opportunity to grow while doing the most important work of your career.
• The Role
• We’re looking for a Customer Success Manager focused on our SMB segment to help our growing customer base succeed with our platform. You’ll manage a large book of business, driving adoption, retention, and satisfaction while acting as the first line of defense for escalations. You’ll be a proactive problem solver who can enable customers to get the most out of our product—even when they hit bumps in the road.
• This role is perfect for someone who thrives in a fast-paced startup environment, knows how to juggle multiple accounts, and is passionate about building strong, lasting relationships.
• What You’ll Do
• Manage a large, diverse book of SMB accounts, ensuring each customer achieves their business goals using our platform.
• Drive customer retention and reduce churn through proactive outreach, regular check-ins, and value delivery.
• Handle customer escalations with urgency and empathy, working cross-functionally to find quick resolutions.
• Provide training, enablement, and best practice guidance to customers so they can maximize platform adoption.
• Serve as the voice of the customer internally, collaborating with Product, Engineering, and Support to improve features and processes.
• Track account health metrics and identify expansion or upsell opportunities.
• Develop account success plans for strategic customers within your book.
• Contribute to building scalable processes for SMB customer success as our team grows.

Requirements:

• 1–3 years of experience in Customer Success in the B2B SaaS space
• Proven experience managing a large book of SMB accounts with varying needs
• Previous startup experience—comfortable with ambiguity, change, and building from scratch
• Strong understanding of customer retention strategies and handling escalations effectively
• Excellent communication skills—able to explain complex solutions simply and clearly
• Ability to build trust quickly and foster strong customer relationships
• Organized, self-motivated, and able to manage competing priorities with minimal oversight
• Familiarity with the last-mile delivery or logistics industry is a plus

Benefits:

• Fully Remote
• Medical, Vision and Dental Insurance
• Reimbursement for educational courses