Customer Success Manager, Scaled

New

United States (Remote); open to anyone able to work in North American time zones, North American time zonesFull-TimeSenior

SalaryCompetitive compensation & equity

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Job Details

Experience: 8-10 years professional experience; 5+ years in a customer-facing role at a SaaS company
Required Skills: Customer SuccessSaaSAccount Management

8-10 years professional experience
5+ years in a customer-facing role at a SaaS company (e.g. customer success, customer enablement, account management)
Proven experience implementing scaled customer success initiatives
Ability to prioritize where human touch is needed versus where tech-touch or self-service programs can be more impactful
The ability to simplify technical subjects into digestible, value-driven actions
Experience maintaining valuable and outcome-based relationships with a diverse customer account portfolio
Inquisitive mindset to uncover insights influencing business decisions
Customer-centric focus on user experience
Proven ability to excel in a remote work setting
Consistent excellence, dependability, and accountability
Experience working in UX research, design or related fields a plus

Design and execute scaled customer success initiatives that drive onboarding efficiency, adoption and growth
Balance 1:many customer programs with strategic customer engagements
Build webinars, office hours, and other scalable 1:many programs
Manage a large portfolio of scaled and mid-market customers through the full customer lifecycle: onboarding, check-ins and supporting expansion opportunities
Identify product improvements that serve our customers’ needs and meet industry trends
Collaborate with management, product, marketing and sales to contribute to scaled enablement including emails and in-app engagement

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