Scale Customer Success Manager
New
N
NcontractsFinancial Services
RemoteFull-TimeMiddle
Salary$60K - $80K; $60K – $80K • Offers Commission
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Job Details
- Experience
- 3+ years
- Required Skills
- Business IntelligenceSalesforceCustomer SuccessHubSpotAccount Management
Requirements
- 3+ years of B2B SaaS experience in customer success or account management.
- Proven track record managing 1,000+ customer portfolios.
- Experience managing smaller-contract size segments.
- Strong retention metrics.
- Advanced analytical skills.
- Experience with CS platforms (e.g., Gainsight, ChurnZero).
- Proficiency with automation tools for high-volume, lower-touch management.
- Experience with CRM systems (e.g., Salesforce, HubSpot).
- Experience with business intelligence tools.
- Excellent communication and presentation skills.
Responsibilities
- Manage a portfolio of 1,000+ customers using individual and automated outreach.
- Develop and execute success strategies to drive adoption, retention, and expansion across smaller-contract accounts.
- Identify at-risk accounts through predictive analytics and implement targeted interventions.
- Coordinate daily operations, case assignments, and escalations with the inside support team.
- Leverage automation systems, AI, and reporting dashboards for high-volume portfolio management.
- Analyze customer usage data to proactively resolve concerns.
- Collaborate with sales on systematic upsell initiatives to grow accounts.
- Provide aggregated voice-of-customer feedback to product and engineering teams.
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