Scaled Customer Success Manager
Core
Design and run digital-led, one-to-many customer success programs for 7,000+ Scaled customers to drive health, adoption, NRR, renewals, and expansion.
Role type
Scaled Customer Success Manager (Digital/Tech-touch)
Builds
Digital CX playbooks, automation workflows, and community programs for a self-serve SaaS platform
Domain
Fintech / Financial Operating System
Required skills
Scaled customer success management, one-to-many program design, digital engagement strategy, churn prediction modeling, data analytics, CRM tooling, cross-functional collaboration, renewal and expansion management, playbook iteration
Preferred skills
Fintech or payments domain experience, RevOps partnership, product-led growth mindset, advanced data visualization
Technologies
Appcues, email automation platforms, CRM tools, churn prediction models, dashboards
Responsibilities
Own a book of 7,000+ customers using human-led webinars, email automation, and digital touchpoints; Track and improve adoption, NRR, health scores, and payment volume; Build and iterate the Scaled CX playbook with cross-functional teams; Partner on lifecycle communications and tech-touch success plans; Use data tools to trigger playbooks and measure success; Act as the voice of Scaled customers to Product, Support, and RevOps
Seniority
Mid-Senior, hands-on IC
