Scaled Customer Success Manager

You will manage a broad portfolio of customer accounts, driving adoption, value realization, retention, renewals, and expansion. You will create scalable digital engagement programs, optimize automated customer journeys, monitor usage and health data, and trigger targeted interventions. You will build repeatable playbooks, identify advocacy opportunities, and share customer insights with internal stakeholders.

Responsibilities

• Manage a large portfolio of accounts and segment customers by health, usage, and expansion potential
• Design and execute scaled engagement programs, including webinars, office hours, onboarding cohorts, in-app campaigns, and email updates
• Build and optimize automated customer lifecycle programs from onboarding through renewal
• Monitor adoption and health signals and trigger targeted outreach, playbooks, and escalations
• Own renewals, forecast accurately, identify churn risk, and execute retention motions
• Identify upsell signals and convert them into pipeline through targeted campaigns and engagement
• Build, test, and iterate repeatable onboarding, at-risk, and expansion playbooks
• Aggregate customer feedback, usage trends, and friction points and relay insights
• Identify power users and champions and develop them into references, case studies, and advocates

Requirements

• 5-7+ years of experience in customer success, account management, or related customer-facing roles
• Demonstrated ability to drive outcomes across a large portfolio through programs, automation, and data
• Experience using usage analytics to prioritize and trigger action
• Content creation skills for customer-facing emails, in-app messaging, enablement content, and webinar scripts
• Ability to run group sessions and executive one-to-one conversations
• Project management skills
• Ability to pull usage data, build segmentations, and measure program impact

Benefits

• Equity
• Comprehensive medical coverage
• Dental coverage
• Vision coverage
• Paid time off