Customer Success Manager, Scale
Core
Designing and executing a scalable customer success model from scratch for a Managed Detection and Response (MDR) security company to deliver consistent value to hundreds of customers.
Role type
Senior IC Customer Success Manager (Scale Model)
Builds
Playbook-driven customer interactions, automation workflows, and measurement frameworks for a scale CS segment
Domain
Cybersecurity (MDR, EDR, SIEM, NDR, cloud security)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer success management, security domain fluency, playbook design, process improvement, high-volume queue management, technical credibility in security, coaching
Preferred skills
Experience in scale/digital CS models, experience designing customer-facing processes
Technologies
CS platforms, ticketing systems, automation tools
Responsibilities
Design and execute playbook-driven interactions (onboarding, renewals, outreach), own specific programs within the scale model, exercise judgment on edge cases, lead one-to-many engagements, identify patterns for process improvements, provide coaching to associate-level members, contribute to the scale operating model design
Seniority
Senior, hands-on IC
