Customer Success Manager, Scale

3+ years of Customer Success experience in a SaaS environment Experience working with a large book of customers (125+) Strong analytical skills; able to interpret dashboards, usage signals, and customer health trends Comfortable with CS tools (e.g., Vitally, Salesforce, in-app messaging, automation platforms) Excellent triage skills—knows when to apply 1:1 support vs. scalable, digital-led engagement Self-starter attitude and naturally thinks outside the box Excellent written and verbal communication skills Successful experience speaking and presenting to customers and stakeholders Customer-centric mindset; challenges the status quo and finds a better way Proven track record of growing and developing customers Understands buyer personas and the needs / “pains” of the target market Excellent attention to detail Keeps up to date on trends and news from the industry, competitors, and target market Comfortable working independently as well as part of a team in a fast-paced environment

Manage a large number of SMB customers (125-200) focused on retention and growth Manage multiple customer relationships at scale using a digital-first strategy Design, execute, and optimize automated playbooks and digital engagement journeys Leverage customer health dashboards and product analytics to identify adoption gaps and churn risks Advocate for clients internally and collaborate with cross-functional teams Challenge the status quo and leverage automation and technology for operational efficiencies Work closely with other CX sub-teams to share feedback and areas of improvement