Scaled Enterprise Customer Success Manager
Core
Driving onboarding, adoption, retention, and expansion for a high-volume book of SMB and Mid-Market customers using data-informed, lower-touch engagement models.
Role type
Scaled Enterprise Customer Success Manager
Builds
Scaled customer success motions and enterprise customer base expansion
Domain
SaaS / AI / Productivity tooling
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Data analysis, repeatable program execution, customer judgment, adoption driving, retention management, cross-functional collaboration, CRM proficiency, usage trend monitoring, conversion identification, value quantification
Preferred skills
Experience in scaling technology companies, SaaS or AI environment, self-starter mindset, comfort with ambiguity
Technologies
CRM systems, customer success platforms, analytics tools, customer engagement workflows
Responsibilities
Execute scaled customer success strategy, manage high-volume SMB/Mid-Market portfolio, serve as point of contact for onboarding to expansion, drive initial enablement via programs and content, monitor customer health and usage trends, identify self-serve conversion opportunities, partner with Sales for expansion, help customers quantify value, advocate for product improvements, track and report KPIs
Seniority
Mid-level, hands-on IC