Scaled Customer Success Lead
Core
Build a tech-touch, data-driven SMB customer success motion using automation and AI to drive retention and growth.
Role type
Senior IC Scaled Customer Success Lead
Builds
Automated onboarding sequences, usage-triggered nudges, health-based alerts, AI-assisted workflows, and scaled business reviews.
Domain
SaaS / Employee Engagement / SMB
Deliverable
production ML models | product features | dashboards & analysis
Required skills
GDR/NDR ownership, scalable low-touch CS motion design, customer health scoring, churn diagnosis, cross-functional collaboration, data-driven reporting
Preferred skills
AI tool fluency, Salesforce/Pendo/Gong expertise, early-stage SaaS experience
Technologies
Salesforce, Pendo, Gong, Gainsight, Vitally, ChurnZero
Responsibilities
Design and execute tech-touch motion, own customer retention (GDR), operate health scoring systems, lead churn diagnosis, drive scaled communications, build AI-assisted workflows, refine automated reporting
Seniority
Senior, hands-on IC