Manager, Scaled Customer Success
Core
Lead a team of three Mid-Market Customer Success Managers and drive a tech-touch digital engagement strategy to improve customer health, adoption, and retention.
Role type
Manager, Scaled Customer Success
Builds
Digital Customer Success motion (onboarding, adoption, engagement, risk mitigation) and AI-enabled workflows
Domain
HR Technology / Recruiting
Required skills
People leadership, coaching, building scaled tech-touch/digital CS programs, designing AI-enabled workflows, operational design, data segmentation, cross-functional collaboration
Preferred skills
HR or recruiting technology experience, partnering with Account Management or Sales on renewals and expansion
Technologies
AI-enabled workflows
Responsibilities
Manage and coach a team of three Mid-Market CSMs; Establish operating rhythms and performance standards; Build and evolve digital CS motion; Use data to segment audiences and mix human/digital engagement; Design AI workflows for efficiency and personalization; Build scalable processes to measure impact; Partner with Product, Sales, and Marketing to improve CX
Seniority
Manager, hands-on IC