Scaled Customer Success Manager

3+ years in Customer Success Management, account management, or client-facing strategic roles Proven track record with customer service technology platforms or e-commerce ecosystems Strong technical aptitude with ability to configure complex automations and troubleshoot AI workflows Demonstrated ability to drive customer growth, retention, and expansion through data-driven insights Experience in AI/ML space, particularly conversational AI or automation platforms Hands-on prompt engineering experience Experience analyzing usage patterns, competitive landscapes, and translating data into actionable strategies Comfort with API integrations, conversation flow design, and business intelligence tools

Own customer growth and optimization journey Configure complex automations and provide best practices Analyze usage patterns to identify insights Leverage client data to demonstrate value Document client outcomes and create success plans Identify obstacles, issues, and expansion opportunities Master product features and integration capabilities Perform advanced troubleshooting Demonstrate new features and tailor product updates Understand complex business processes Lead strategic discussions and training sessions Create customer-facing content and training materials Design and facilitate strategy sessions and workshops Engage in Slack community as a thought leader Develop strong stakeholder relationships and manage escalations Engage key decision-makers to drive strategic initiatives Present insights and recommendations to C-level executives Maintain calmness during crises and adapt communication Build foundational customer success processes and playbooks Participate in cross-functional projects Implement best practices and drive efficiency Mentor team members Serve as conduit between customers and product team Investigate root causes and challenge assumptions Anticipate customer challenges and provide proactive solutions