Manager, Scaled Customer Success

📋 Description

• Lead and guide the Scaled Customer Success Management (CSM) team, facilitating both human-driven and automated success initiatives across an expanding array of employer clients.

• Manage the Customer Success Operations function, ensuring that tools, systems, processes, and analytics are effectively established to support a high-performing Customer Success organization.

• Develop and implement scalable customer success strategies that promote platform adoption, foster employee engagement, and deliver measurable customer value.

• Collaborate across various departments, including Implementation, Sales, Product, and Support teams, to provide a seamless customer experience from onboarding through to renewal.

• Enhance Customer Success workflows and tools to boost visibility, efficiency, and reporting capabilities.

• Utilize data-driven insights to assess customer health, identify risks, and prioritize interventions at scale.

• Foster internal alignment regarding customer metrics, outcomes, and feedback mechanisms to continually enhance the EWA experience.

• Assist in the creation of customer lifecycle content (such as playbooks, campaigns, and resources) that promotes engagement and encourages self-service adoption.

• Manage escalations and ensure prompt resolution with an emphasis on long-term success.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success or Account Management within the SaaS sector, including at least 2 years in a management role.

• Proven experience in managing or developing scaled customer success programs or customer success operations.

• Strong history of success in B2B2C models or the HRTech industry.

• Demonstrated capability to lead and expand customer engagement strategies across diverse customer segments.

🏝️ Benefits

• Flexible Paid Time Off (PTO)

• Coverage for Medical, Dental, Vision, Life, and Disability

• Parental leave

• Monthly stipend

• Equity options