Customer Success Manager, Scaled
Own a large mid-tier customer portfolio through digital engagement, targeted human touchpoints, technical guidance, and end-to-end renewals. The role requires scaled Customer Success experience, commercial and channel-partner expertise, technical fluency, and data-driven prioritization.
About the job
Responsibilities
- Own the end-to-end engagement model for a mid-tier customer portfolio through digital-led programs that drive activation, adoption, retention, and upsell.
- Lead onboarding kickoffs, expansion conversations, renewal discussions, and risk interventions when direct customer engagement is needed.
- Own the full renewal cycle for Tier 4 accounts, including preparing quotes, coordinating with channel partners, tracking procurement timelines, and closing renewals on time.
- Monitor customer health signals, including usage trends, adoption gaps, ticket activity, and renewal risk indicators.
- Forecast renewals accurately, maintain clean Salesforce pipeline data, flag risk early, and keep renewal documentation current.
- Provide technical guidance on IP Fabric, network environments, use cases, architectures, and business value.
- Share customer trends, friction points, feature gaps, and opportunities with Product, Sales, and Marketing.
- Manage competing priorities across a large portfolio and prioritize work based on business impact.
- Partner with Sales on handoffs and growth, Solution Architects on technical escalations, Support on ticket resolution, and Marketing on customer campaigns and content.
Requirements
- 2–3+ years in a scaled or digital-touch Customer Success role, or as a CSM managing a high-volume book of business with 50+ accounts.
- Technical aptitude or fluency in enterprise networking concepts and comfort engaging highly technical stakeholders.
- Experience building and executing digital customer engagement programs, including personalized email campaigns, lifecycle-triggered outreach, and one-to-many programs.
- Experience managing renewals end-to-end and working with resellers, distributors, and channel partners.
- Excellent written communication in English.
- Data-driven approach to monitoring health metrics and usage data, prioritizing work, identifying risk, and measuring program effectiveness.
- Ability to build processes in a new scaled Customer Success motion and adapt based on results.
- Comfort using AI tools such as Claude AI and Cowork to improve productivity, automate repetitive tasks, and personalize customer engagement at scale.
Nice to Have
- Experience with HubSpot or similar marketing and engagement platforms.
- Familiarity with Gong for reviewing customer interactions and identifying portfolio patterns.
- Background in network operations, network automation, or infrastructure assurance platforms.
- Czech, Italian, or other European language skills.
- Experience at a SaaS company selling to technical or engineering buyer personas.
- Experience establishing a scaled Customer Success program from the ground up.
Benefits
- 25 days of holidays plus 5 flexi-days.
- Pluxee Flexi Card worth up to 16,000 CZK per year.
- Hybrid role with 2 core days in the office.
- Anniversary rewards.
- Collaboration with diverse, international teams.
- Pet-friendly office at IP Pavlova.
- Snacks, coffee, beer, and refreshments.
- Regular team and company events.
Skills
Customer Success, Salesforce, HubSpot, Gong, Enterprise Networking, Network Automation, Email Campaigns, Customer Health Metrics, Renewals, Channel Partners, SaaS, Claude Ai, Cowork, Lifecycle Marketing
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