Scaled Customer Success Manager
Own the scaled customer success motion for more than 100 accounts, driving onboarding, adoption, retention, renewals, and expansion through automation, customer signals, and selective technical engagement. The role requires experience with revenue ownership, APIs, SQL, dashboards, and building processes from scratch.
About the job
Responsibilities
- Own net revenue retention and customer experience across a $2M book of business with more than 100 scaled customers.
- Build and manage the post-sale lifecycle motion, including onboarding, adoption campaigns, expansion triggers, risk signals, and renewals.
- Create one-to-many campaigns, automations, workflows, in-product enablement, and commercial programs to drive adoption, recover stalled customers, and support upsell.
- Use customer signals and usage data to identify when direct engagement is needed for onboarding, adoption, renewals, and expansion.
- Own the self-service customer experience and create educational resources.
- Partner with product teams to identify and resolve setup and scaling challenges.
- Build the onboarding flow for approximately 20–30 onboardings in the next quarter and develop a customer-health tracking system at scale.
Requirements
- Experience in Customer Success, Revenue Operations, or Solutions managing a portfolio of 100+ accounts.
- Experience owning a revenue target for a scaled segment and converting usage or behavioral signals into expansion opportunities.
- Experience using emails, in-app nudges, workflows, and automation to support large customer portfolios.
- Comfortable working with engineers and technical customers, reading APIs and documentation, and independently solving high-level technical problems.
- Experience automating work with tools such as n8n, Zapier, Notion, or large language models.
- Able to read and modify SQL queries and build dashboards.
- Comfortable with renewals, expansions, negotiation, and other commercial conversations.
- Comfortable building processes from scratch and working on technical projects.
Skills
Customer Success, Revenue Operations, API, Automation, n8n, Zapier, Notion, LLMs, SQL, Dashboards, In-App Messaging, Customer Health Scoring
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