Customer Success Manager-Scaled

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Requirements:

• 3-4+ years in a customer success, customer service, or account management role, ideally within a SaaS company.
• Comfort with automated and one-to-many engagement strategies.
• Strong written and verbal communication skills across various channels.
• Passion for helping customers and understanding the value of the customer journey.
• Familiarity with customer success, support, and reporting tools like Jira, Salesforce, Grafana, Looker.
• Experience in a remote-first environment with asynchronous communication.
• Ability to take initiative and work independently while managing a large volume of accounts.

Responsibilities:

• Develop and implement programmatic onboarding experiences that help customers quickly connect.
• Conduct one-to-many customer outreach to ensure customers progress towards key milestones.
• Identify gaps in self-help resources and create help docs, videos, and tutorials.
• Use data and tools to track customer engagement, identify issues, and proactively reach out to at-risk customers.
• Collaborate with Product, Engineering, Sales, and Support to share customer feedback and drive improvements.
• Leverage automation tools for timely communication and updates for customer success.
• Track and report on customer success metrics to contribute to continuous improvement.
• Serve as the voice of the customer within the organization.