Manager, Scaled Customer Success
New
I
InstrumentlSaaS Platform
Remote - USAFull-TimeManager
Salary$130,000–$160,000 USD base + equity
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisPeople ManagementOperations ManagementCRMCustomer Success
Requirements
- 5+ years of experience in Customer Success.
- Direct people management experience leading a CSM team.
- Proven ownership of a scaled, pooled, or digital-first CS motion.
- Track record of driving retention or expansion at high volume.
- Strong ability to build segmentation, health scoring, playbooks, and reporting.
- Ability to work effectively in a fast-moving, ambiguous startup environment.
- Proficiency in setting up and managing CRM workflows and lifecycle automation.
- Demonstrated ability to iterate in the open and build processes from scratch.
Responsibilities
- Own day-to-day execution of the scaled CS motion for lower-ACV customers.
- Design the customer journey, including touchpoints, plays, and automation.
- Set data-driven goals for activation, adoption, retention, and expansion.
- Manage, coach, and develop a team of approximately six Scaled Customer Success Managers.
- Build and own the operating rhythm, including segmentation, health scoring, and playbooks.
- Improve systems such as CRM workflows, lifecycle automation, and reporting dashboards.
- Join customer calls and escalations as a leader to guide the team through complex situations.
View Full Description & ApplyYou'll be redirected to the employer's site
