Scaled Enterprise Customer Success Manager

You will manage a high-volume portfolio of SMB and mid-market customers. You will run scalable onboarding and engagement programs, monitor customer health, identify expansion opportunities, quantify value, and improve customer-success programs using data.

Responsibilities

• Execute the scaled enterprise customer success strategy
• Manage a high-volume SMB and mid-market customer portfolio
• Support customers through onboarding, adoption, renewal, and expansion
• Deliver repeatable onboarding programs, training, office hours, webinars, and digital content
• Monitor customer health, usage trends, and engagement signals
• Identify conversion and expansion opportunities
• Partner with Sales and Account Management on upgrades and renewals
• Quantify customer value through usage insights and business outcomes
• Improve customer experience, enablement materials, support processes, and playbooks
• Track KPIs, analyze trends, and recommend program improvements

Requirements

• Customer success
• Account management
• Sales
• SaaS
• AI
• Customer retention
• Customer growth
• Customer onboarding
• Customer health
• CRM
• Customer success platform
• Analytics
• Customer engagement workflow

Benefits

• Equity
• Health insurance
• Dental insurance
• Vision insurance
• Retirement benefits
• Fitness benefits
• Commuter account
• Dependent care account