# Scaled Customer Success Manager

**Company:** [Outset](https://hotfix.jobs/companies/outset)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $130k – $180k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, Cs Operations, Product Analytics, Usage Data, AI Tools, Pylon, Hex, HubSpot, Salesforce, Claude, Revenue Operations, Lifecycle Marketing, Market Research
**Posted:** 2026-09-10

> Own adoption, retention, and expansion for a 100–200+ account scaled portfolio while building health scoring, automation, reporting, and one-to-many customer programs. Requires 3+ years in customer-facing or lifecycle operations roles, strong data fluency, and SaaS experience.

## Job Description

## 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

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