Scaled Customer Success Manager

Responsibilities

• Own adoption, retention, and expansion outcomes across a portfolio of 100–200+ scaled accounts from onboarding through renewal.
• Maintain usage and adoption through lower-touch programs, automation, and self-service.
• Monitor account health and usage signals to identify risks and expansion opportunities.
• Run renewals across actively managed and auto-renewing accounts.
• Build and run one-to-many programs, including onboarding cohorts, office hours, webinars, in-product guidance, documentation, and templated success plans.
• Develop account health scoring methodology, including signals, weighting, action triggers, and predictive measurement.
• Partner with RevOps, Marketing, and Engineering on usage instrumentation, alerting, lifecycle triggers, and automated follow-up.
• Design operating cadences, support routing, and escalation processes for the scaled segment.
• Build reporting in Hex and other AI tools to provide visibility into segment health, adoption, and retention.
• Translate portfolio-wide patterns into prioritized product feedback.

Requirements

• 3–7 years of experience in customer success, account management, CS operations, sales, or lifecycle/growth, including management of a high-volume portfolio.
• Experience building scaled or digital customer success programs from scratch, or serving as an early scaled-CS hire.
• Technical fluency and self-sufficiency with product analytics, usage data, AI tools, and AI-enabled tooling.
• Hands-on experience with modern go-to-market and support tools.
• Excellent written and verbal communication.
• Experience in Series A/B/C or fast-paced SaaS environments.
• Proactive, ownership-driven approach to ambiguity.

Nice to have

• Experience defining or re-segmenting a customer base or establishing a support model for a new segment.
• Background in customer marketing, growth, or revenue operations.
• Familiarity with research operations or market research.

Compensation

• Annual salary: $130,000–$180,000