Manager of Scaled Customer Success

GermanyFull-TimeManager

Salary not disclosed

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Job Details

Required Skills: Artificial IntelligenceSalesforceCustomer SuccessData analytics

Proven experience running Customer Success at scale across named coverage, pooled/tech-touch, or mixed models.
Demonstrable track record of managing and developing teams in diverse working environments.
Deep exposure to digital or programmatic Customer Success in B2B SaaS, including lifecycle campaigns and one-to-many enablement.
Commercial experience in sales, RevOps, or a CS role with direct responsibility for retention and expansion targets.
Strong data literacy with the ability to turn usage and health signals into strategic coverage decisions.
Practical AI fluency with experience deploying AI tools into Customer Success or RevOps workflows.
Comfort working in a young, evolving operating model that requires validation and adjustment.
Nice to have: Experience in product-led or high-velocity SaaS models.
Nice to have: Familiarity with Salesforce, Intercom, round-robin scheduling, or sales engagement platforms.
Nice to have: Background in RevOps, Sales Ops, or CS Ops.

Manage a multi-motion coverage model balancing named CSM portfolios, digital long-tail programs, and onboarding volume.
Design and execute digital outreach programs including lifecycle campaigns, office hours, webinars, and in-product prompts.
Decide and defend the team's capacity allocation across named, digital, and onboarding motions.
Analyze renewal, expansion, and onboarding data to define thresholds for human versus automated interventions.
Build reporting dashboards to provide visibility into portfolio health, churn risk, and revenue movement.
Implement AI tools to optimize outreach personalization, risk alerting, and call preparation.
Coach and develop a team managing shifting customer postures, including individual accountability and high-volume onboarding.
Collaborate with Marketing, Product, and Sales to align digital programs with broader business goals.

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