Customer Success Manager - SMB

About the role

You will be part of the Account Management team — the operational backbone of Plum — owning the end-to-end experience of a diverse portfolio of clients. From fast-growing startups to large Global Capability Centres and niche enterprises, you will serve as their trusted insurance and health partner. This is a dynamic, high-ownership role in a team that is scaling fast.

What you'll do

• Own a portfolio of diverse accounts end-to-end — from onboarding and relationship building to escalation management, retention, and revenue growth
• Make internal processes more efficient. You will collaborate across teams to reduce friction and deliver a seamless client experience
• Build your book proactively. Once you've established credibility, drive cross-sell opportunities and generate referrals from satisfied clients
• Maintain rigorous adherence to SLAs and processes — because trust is built on consistency

What you need

• Customer success
• Escalation handling
• Cross-selling
• Communication
• Any graduate