Manager, Scaled Customer Success
Core
Lead a high-performing team of Scaled Customer Success Managers to drive product adoption, retention, and revenue growth for a $22M+ ARR portfolio of emerging and mid-market SaaS customers.
Role type
Manager, Scaled Customer Success
Builds
Scalable, data-driven digital engagement programs and automated customer success solutions
Domain
SaaS / AI Video Platform / Enterprise Skill Development
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
People leadership (6+ team), Scaled Customer Success strategy, SaaS Account Management, Hypothesis testing & data-driven decision making, Cross-functional partnership (Product/RevOps), Renewal & expansion negotiation, Customer Success Platform expertise, AI/automation tool familiarity
Preferred skills
Planhat, Gainsight, Vitally, ChurnZero, Basic program construction & automation
Technologies
Planhat, Gainsight, Vitally, ChurnZero
Responsibilities
Lead, coach, and develop a team of 6+ Scaled CSMs; Own strategy and execution of digital customer success programs; Partner with Product and RevOps to design automated engagement solutions; Champion a data-driven, hypothesis-testing culture; Support team through renewal and expansion conversations; Manage and report on key retention metrics and customer health; Serve as internal stakeholder influencing tooling and product roadmap
Seniority
Manager, hands-on IC with people leadership