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Scaled Customer Success Manager
Posted 3 days agoViewed
💎 Seniority level: Manager, 3+ years
💸 Salary: 140000.0 - 180000.0 USD per year
🔍 Industry: SaaS
🏢 Company: Material Security👥 51-100💰 $100,000,000 Series C almost 3 years agoManagement Information SystemsEmailCyber SecurityNetwork SecuritySoftware
⏳ Experience: 3+ years
Requirements:
- 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS company.
- Technical skills and knowledge / industry experience relevant to use cases/environments (sold, implemented and or managed security products, domain expertise in security, cloud email, IT, Google/Office 365, SSO, etc.).
- A data-driven mindset is crucial, alongside experience leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities.
- Ability to multitask and efficiently handle multiple competing priorities, escalating when necessary while being highly organized, detail oriented, and having great time management skills.
- Have sincere empathy for the customer and a commitment to delving deep into the challenges they present or experience; our Customer Engineers have a natural tendency to take on new and unique customer asks/requirements.
- The best candidates are smart, hard-working, competitive, and not afraid to fail.
- Ability to contribute directly to the following teams: Sales, Product, Marketing, and Engineering
- Should be able to learn new tools & technologies quickly, and be able to communicate the product and problem space fairly deeply
Responsibilities:
- Fully own scaled customers & their lifecycle touchpoints, including process improvements and providing escalated support when necessary.
- Co-own the self-serve onboarding process in partnership with Product and Knowledge Management.
- Provide guidance and assistance on any new documentation needed to maximize scaled success.
- Work with the Sales team to build account plans that move the customers forward through each stage of the customer journey, through renewal and beyond.
- Drive proactive async customer touchpoints, including new feature and roadmap updates, and find opportunities for expanding which Material products are used.
- Act as advocate for scaled customers within Material.
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🔥 Scaled Customer Success Manager (Sr. CSM)
Posted 24 days ago
📍 India
🔍 CPaaS
🏢 Company: WATI.io
- 5-7 years in customer success, account management, or SaaS, with a focus on high-volume/tech-touch models.
- Proficiency in CRM systems (HubSpot, Vitally), analytics tools (Looker, Heap), and collaboration software (Intercom).
- Ability to interpret data (usage metrics, churn drivers) and prioritize actions.
- Familiarity with WhatsApp Business API, chatbots, or omni channel platforms (preferred).
- Segment accounts, automate health monitoring, and trigger workflows for at-risk customers.
- Deliver self-service resources and host monthly group training.
- Identify upsell opportunities trend via product usage/NPS analysis; collaborate with Account Manager on renewals.
- Partner with Product/Support to resolve systemic issues and advocate for customer needs.
- Build playbooks for onboarding/renewals; implement AI tools (chatbots, CRM workflows)
Data AnalysisCollaborationData visualizationCRMSaaS
Posted 24 days ago
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