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Customer Success Manager, Scale

Own a portfolio of mid-market and growth-stage B2B SaaS customers, leading onboarding, implementation, adoption, and renewals while building scalable CS playbooks and driving retention and expansion.

100k – 115kSan Francisco, CANew York, NYCustomer SuccessRemote3+ YOE
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About the role

Customer Ownership

  • Serve as the primary point of contact for a portfolio of customers, owning their outcomes end-to-end
  • Manage onboarding, implementation, and adoption for new customers - getting them live, active, and realizing value quickly
  • Run customer trainings, onboarding sessions, and executive business reviews
  • Monitor and prioritize your book of business using customer health signals, proactively identifying at-risk accounts and escalating appropriately
  • Drive product adoption, engagement, retention, and expansion opportunities across your portfolio
  • Own renewals and support expansion conversations in partnership with your Account Executive

Scalable Programs & Education

  • Build and maintain scalable onboarding, implementation, and customer success playbooks that can serve customers at volume
  • Develop and deliver self-serve training content, help documentation, and education programs that empower customers to become self-sufficient
  • Own the support experience for your book — triaging, routing, and quarterbacking resolution for customer issues in partnership with Engineering

Cross-Functional Partnership

  • Work cross-functionally with Sales, Engineering, and Leadership to improve the customer experience
  • Act as the voice of the customer — synthesizing feedback from your portfolio and partnering closely with Product and Engineering on feature requests and roadmap input
  • Proactively flag insights, trends, and risks from your book to inform broader business decisions

Who We're Looking For

  • 3+ years of experience in Customer Success, Implementation, Technical Account Management, or a related customer-facing role
  • Experience onboarding and supporting customers in a B2B SaaS environment
  • Strong project management skills
  • Comfortable leading conversations with both end users and executive stakeholders
  • Highly organized, proactive, and naturally take ownership
  • Strong problem-solving skills and ability to operate with limited structure
  • Excited to work in a fast moving startup environment and help build a function from the ground up
  • Strong technical curiosity and ability to learn complex workflows quickly

Compensation

  • $100,000 - $115,000

Skills

Customer SuccessOnboardingImplementationB2B SaaSProject ManagementCustomer TrainingBusiness ReviewsCustomer RetentionAccount ExpansionCross-Functional Collaboration

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