Customer Success Manager – Scaled

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement comprehensive customer success strategies that enhance onboarding efficiency, promote adoption, and drive growth.

• Manage a balance between broad customer programs and targeted strategic engagements.

• Create webinars, office hours, and other scalable initiatives for a wide audience.

• Oversee a diverse portfolio of scaled and mid-market clients throughout their entire customer journey, including onboarding, regular check-ins, and supporting opportunities for expansion.

• Recognize and suggest product enhancements that address customer needs and align with industry trends.

• Work collaboratively with management, product teams, marketing, and sales to facilitate scaled enablement, including email communications and in-app engagement strategies.

• Cultivate enduring customer relationships and establish the framework for a comprehensive customer engagement program.

⛳️ Requirements

• Minimum of 5 years in a customer-facing position within a SaaS organization (e.g., customer success, customer enablement, account management).

• Overall professional experience of 8-10 years.

• Demonstrated success in executing scaled customer success initiatives.

• Capability to discern when a personal touch is necessary versus when technology-driven or self-service options would be more effective.

• Proficient in translating complex technical topics into clear, actionable, value-oriented insights.

• Experience in nurturing valuable, outcome-focused relationships with a varied customer account portfolio.

• Proven track record of thriving in a remote work environment.

• Background in UX research, design, or similar fields is advantageous.

• Availability to operate within North American time zones.

• Must complete the application question regarding current utilization of AI tools.

🏝️ Benefits

• Annual team retreats and virtual gatherings.

• Remote-first culture emphasizing high trust and autonomy.

• Opportunity to engage in innovative AI integrations that have a meaningful impact.

• Competitive salary and equity options.

• Generous paid time off, health benefits, and a stipend for learning opportunities.