Scaled Customer Success Manager
Core
Manage post-sales engagement for a large portfolio of customers, leveraging AI and automation to drive adoption and retention while acting as the internal voice of the customer.
Role type
Scaled Customer Success Manager (tech-touch model)
Builds
Digital-first playbooks, automated customer journeys, and scalable engagement programs
Domain
Enterprise Content Management / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer Success management, AI tool utilization, automation strategy, data analysis, CRM proficiency, mass communication writing, stakeholder partnership
Preferred skills
Experience with Generative AI, tech-touch models, agile experimentation
Technologies
Salesforce, Generative AI, automation platforms
Responsibilities
Manage high-volume customer portfolio, develop and iterate digital playbooks, analyze health data to mitigate churn, partner with Marketing and Consulting, provide product feedback, execute targeted campaigns
Seniority
Mid-level, hands-on IC