# Customer Success Manager, Scale
**Company:** [Centralize](https://hotfix.jobs/companies/centralize)
**Location:** Remote
**Salary:** $100K-$115K
**Experience:** 3+ years
**Skills:** Customer Success, Onboarding, Implementation, B2B SaaS, Project Management, Customer Training, Business Reviews, Customer Retention, Account Expansion, Cross-Functional Collaboration
**Posted:** 2026-06-09
> 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.
## Job Description
## 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
**Apply:** https://hotfix.jobs/jobs/customer-success-manager-scale-at-centralize-ca503014-fbf6-4912-869f-664cc7c76985
**Canonical:** https://hotfix.jobs/jobs/customer-success-manager-scale-at-centralize-ca503014-fbf6-4912-869f-664cc7c76985