Scaled Customer Success Manager
Core
Build scalable customer success systems, onboarding programs, and lifecycle strategies for a growing portfolio of startup and SMB customers using AI voice technology.
Role type
Scaled Customer Success Manager (B2B SaaS)
Builds
Scalable onboarding, education, and lifecycle programs for hundreds to thousands of customers
Domain
AI / Voice Technology / B2B SaaS
Deliverable
product features
Required skills
Scaled portfolio management, product adoption driving, data-driven prioritization, playbook creation, automation design, cross-functional partnership
Preferred skills
Developer tools/APIs experience, technical buyer support, customer education program building
Technologies
AI tools, CRM, product usage data
Responsibilities
Own the customer journey from onboarding through renewal for a growing portfolio of startup and SMB customers; Help customers realize value quickly by driving product adoption and successful onboarding; Build repeatable onboarding, education, and lifecycle programs that scale from hundreds to thousands of customers; Monitor customer health, identify risks early, and proactively improve retention; Partner with Sales to identify expansion opportunities driven by customer adoption and usage; Create scalable customer assets including playbooks, documentation, webinars, office hours, and enablement content
Seniority
Mid-Senior, hands-on IC