Scaled Customer Success Manager

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

📋 Description

• Take responsibility for gross revenue retention and renewal rates within the customer portfolio.

• Manage the renewal calendar to ensure contracts are actively engaged before renewal dates.

• Conduct renewal discussions for key accounts.

• Track health scores on a daily basis to pinpoint at-risk contractors and enhance score accuracy.

• Recognize successful contractors and convert them into testimonials, referrals, and case studies.

• Develop and implement enablement programs, which include in-app messages, walkthroughs, and industry-specific webinars.

• Produce leads for monthly to annual conversions from the enablement program.

• Report churn reasons and adoption barriers to the Product team, backed by supporting evidence.

• Allocate time roughly equally between the scaled retention initiative and the customer portfolio.

⛳️ Requirements

• Minimum of 3 years' experience in customer success, renewals, or account management at a B2B SaaS organization, with a focus on retention metrics.

• Proven ability to manage a portfolio consisting of hundreds of accounts.

• Competence in generating reports, including filtering, segmenting, exporting, and analyzing anomalies.

• Proficiency with a customer success or marketing automation platform such as Intercom, HubSpot, or Customer.io.

• Experience in creating sequences, establishing audience rules, and analyzing results.

• Daily familiarity with AI tools; Claude is utilized throughout the organization.

• Skill in identifying ineffective campaigns or segments and articulating issues clearly.

• Capability to conduct renewal discussions with clients who are considering cancellation.

• Clear and straightforward communication style.

• Experience in construction, field services, or similar non-desk industries is advantageous.

• Basic knowledge of SQL or a willingness to learn is a plus.

• Familiarity with product analytics tools like Amplitude is a bonus.

🏝️ Benefits

• Comprehensive Aetna medical, dental, and vision insurance.

• Flexible Spending Accounts (FSA).

• Access to Teladoc virtual care services.

• One Medical membership included.

• Kindbody support for family-building.

• Employee Assistance Program available.

• 401(k) retirement plan through Empower.

• Pre-tax commuter benefits for employees situated in the San Francisco office.

• Fully remote work options available.

• Variable compensation linked to retention that you can impact.