Scaled Customer Success Manager

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

📋 Description

• Foster the adoption, realization of value, and readiness for renewal within a portfolio of mid-market and small business managed clients.

• Leverage customer and product insights to prioritize targeted campaigns, group initiatives, digital interactions, and tailored outreach.

• Integrate Programmatic and Digital Customer Success efforts with the Renewals Desk for scaled-segment accounts.

• Convert customer health, sentiment, risk, and adoption indicators into actions that ensure renewal readiness and identify Customer Success Qualified Leads for Sales.

• Provide targeted engagement for key customers and deliver executive-level updates on portfolio and forecasts.

• Design and implement campaigns and scaled interactions aimed at promoting adoption, realizing value, preparing for renewal, and mitigating risks.

• Oversee shared inbound customer email channels, manage requests, coordinate responses, and ensure resolution or appropriate routing.

• Segment customers, recognize patterns, test engagement strategies, assess impact, and enhance playbooks, content, workflows, and automation.

• Engage customers in focused one-on-one discussions to validate signals, gauge sentiment, address risks, gather feedback, and document examples.

• Consolidate customer feedback and communicate actionable insights to Product, Marketing, Sales, Support, and Customer Experience teams.

• Identify and qualify customer-driven growth opportunities as Customer Success Qualified Leads and direct them to Sales.

⛳️ Requirements

• A minimum of 4 years of experience in B2B SaaS Customer Success, Account Management, Digital Customer Success, lifecycle programs, or a similar post-sale customer role.

• Recent experience in directly managing or significantly influencing customer renewals across a portfolio, with measurable examples of save strategies, churn reduction, and retention achievements.

• Proven success in managing customer outcomes across a diverse or high-volume portfolio through a blend of one-to-many initiatives and targeted one-on-one engagement.

• Strong analytical skills and a deep understanding of SaaS retention metrics, including renewal rate, gross revenue retention, net revenue retention, churn, contraction, and expansion.

• Experience in designing or executing customer lifecycle, adoption, retention, or renewal-readiness campaigns and assessing their effectiveness.

• Exceptional written and verbal communication abilities, including customer-facing content creation and conducting discovery or feedback discussions.

• Capability to coordinate across Customer Success, Renewals, Sales, and other departments while managing multiple concurrent programs and adapting to changing priorities.

• Familiarity with Customer Success platforms, CRM systems, marketing automation, business intelligence tools, or similar customer-data systems.

• Preferred: experience with centralized Renewals Desk models; webinars, office hours, group enablement, customer communities, or other one-to-many initiatives; test-and-learn approaches; and collaboration, productivity, content, or AI-enabled SaaS products.

🏝️ Benefits

• Opportunity for professional growth and development.

• Collaborative and dynamic work environment.

• Competitive salary and comprehensive benefits package.