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.

Why will your role be so important?

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.

So, what will you be doing all day?

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.

Your background:

• •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.

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

Why you’ll love being a Similarwebber:

Impact : Work with the world’s leading digital intelligence platform and make a real difference.

Innovation : Bring your ideas forward - we empower you to drive change.

Hybrid work model : 3 days in our office and 2 days working from home .

Our Office: Modern space in Prague’s DOCK IN area, stocked with snacks, drinks (we're big fans of kombucha), fruit and lunches on Tuedays.

Benefits: 5 weeks of vacation, birthday day off, 3 sick days, or Multisport

Top-tier Hardware : MacBook Pro M5, dual monitors, standing desks.

Team Events : Regular team-building activities, monthly birthday celebrations with cakes and drinks, baking Thursdays and happy hours.

Equity : Share in Similarweb’s success.

Career Growth : Explore any path - leadership, switching teams, or upskilling through coaching and learning programs.

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We will handle your application and information related to your application in accordance with the Applicant Privacy Policy available here .