Manager, SMB Account Management

Manager, SMB Account Management

United Kingdom

Customer Success /

Full-Time /

Remote

About Our Company:

At Patch My PC, we exist to improve lives. What started as a free tool to keep apps updated has grown into a trusted enterprise solution that helps IT and Security teams automate, manage, deploy, and report on third-party updates in Microsoft ConfigMgr, Intune, and WSUS. Our fully remote crew of 125 GIF-loving humans supports over 8,000 customers and more than 25 million devices. We make patching easier, boost security, and give IT teams their time back.

Our core values guide how we work, how we treat each other, and how we grow. They keep us focused on what matters most. We're here to improve the lives of our customers, our team members, and our communities.

About this Role:

We’re looking for a Manager to lead our SMB strategy, team, and execution. This role is ideal for someone who has built or scaled renewal programs, launched customer portals, and used Salesforce to streamline customer engagement. You’ll manage a team, work directly with customers, and partner with our Revenue Operations team to develop the processes and tools that will allow us to scale. 

About the Team: 

We’re building the future of customer experience for our SMB clients starting with an industry leading renewal rate and scaling toward automation, self-service, and seamless customer engagement. We’re in the early stages of this transformation and are looking for a hands-on leader to help us build it from the ground up. 

Responsibilities:

• Lead and mentor a growing SMB account management/customer success team 

• Create playbooks, KPIs, and coaching processes to drive performance and retention 

• Cultivate a customer-first, data-driven culture 

• Manage high-volume SMB accounts with a focus on delivering value and ensuring retention 

• Proactively manage renewals, upsells, and account health using Salesforce 

• Maintain and grow our renewal rate 

• Partner with Revenue Operations to design and lead the implementation of our first customer portal to support self-service, renewals, account access, and support 

• Collaborate with Revenue Operations to develop low-touch customer workflows in Salesforce 

• Create a scalable customer nurture program in partnership with Marketing to drive adoption and long-term engagement 

• Deploy short-term solutions to take steps toward self-service and automation 

• Serve as the cross-functional lead for all things SMB customer lifecycle working closely with Product, Marketing, RevOps, and Customer Engineering 

• Use data and customer insights to drive continuous improvements 

• Build the operating model that allows us to scale a low-touch, high-impact SMB customer motion 

Required Skills:

• You’ve experience developing and implementing scalable customer success and renewal programs, especially for SMB or high-volume segments 

• 5+ years in Customer Success or Account Management 

• 2+ years of experience managing teams 

• Salesforce expertise is required; you’ve helped define workflows, reports, and automations to support retention and customer engagement 

• Strong project management skills; able to lead initiatives end-to-end 

• Experience with SaaS or recurring revenue business models 

• Customer-centric, data-driven, and action-oriented 

Desired Skills: 

• Experience launching or scaling a customer portal 

• Background in early-stage or rapidly scaling organizations 

• Experience working with product teams on customer feedback loops and feature adoption 

Why This Role Is Exciting:

• You’ll have a blank canvas to build something meaningful 

• Your work will directly influence customer satisfaction, retention, and scalability 

• You’ll work with a team that values initiative, ownership, and real outcomes 

• You’ll help define what world-class SMB customer success looks like in our company 

• You’ll work with a market leading company with industry leading customer satisfaction 

Compensation & Benefits:

• Competitive Base Salary: £65,000 - £85,000 based on experience and location.

• Benefits:

• Pension: Patch My PC contributes 10% 

• Medical and Vision through Bupa coverage: Patch My PC covers 100% of the employee's and dependents cost.

• Income Protection & Life insurance through Canada Life 

• 10 days sick leave 

• 25 days of PTO 

• Three Days of Volunteer leave 

• Charitable donation matching 

• Tuition reimbursement 

• Gym & fitness reimbursement 

• Internet Stipend

£65,000 - £85,000 a year