Senior Customer Success Manager, Scale
Core
Own end-to-end customer success for Scale (Longtail and SMB) customers, building automated processes and playbooks to drive retention and expansion.
Role type
Senior Customer Success Manager (Scale segment)
Builds
Automated customer success programs, playbooks, and data-driven insights for 200+ clients
Domain
B2B SaaS / Self-storage operations technology
Required skills
Customer success management, automated process design, CRM/CSP tooling (HubSpot/Gainsight), data analysis, project management, account growth strategy, stakeholder management
Preferred skills
Marketing mindset, early-stage startup experience, C-level relationship building
Technologies
HubSpot, Gainsight, CRM, CSP
Responsibilities
Own the playbook for Scale customers from go-live to renewal; build automated processes balancing personalization and efficiency; create a 90-day onboarding success plan; use usage metrics to prioritize proactive outreach; drive renewal strategy and net revenue retention; identify expansion opportunities with Sales; define success metrics for the segment; own CS infrastructure including cadence and tooling; contribute customer perspective to product roadmap
Seniority
Senior, hands-on IC