Scaled Retention Customer Success Manager
Hybrid · United StatesNo visa sponsorship
Core
Manage a high-volume Scaled Customer Success team to drive retention, net revenue expansion, and world-class customer experience for thousands of small business accounts.
Role type
Senior Manager, Scaled Customer Success
Builds
Retention and expansion outcomes for a high-volume B2B SaaS fintech customer base
Domain
Fintech / B2B SaaS
Required skills
Team management, proactive motion coverage, process building in ambiguous environments, coaching, escalation triage, CRM/CS tooling
Preferred skills
Gainsight experience, B2B SaaS or fintech background
Responsibilities
Manage team performance (reviews, assessments), oversee contract renewals and expansion outreach, handle inbound escalations, drive new hire ramp, report on pipeline and churn risk, partner cross-functionally
Seniority
Manager, hands-on leadership