Senior Customer Success Manager – Scaled

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

📋 Description

• Design and implement automated, data-driven strategies that support customers at scale throughout their journey.

• Develop, execute, and continually enhance scalable customer success programs for onboarding, adoption, and renewal.

• Automate customer interactions through lifecycle email campaigns, in-app guidance, and resource libraries.

• Track the customer journey using metrics, triggers, and workflows that promote proactive engagement.

• Create and oversee one-to-many engagement strategies through webinars, office hours, community initiatives, and knowledge base resources.

• Produce and curate onboarding guides, best-practice documentation, and product tutorials.

• Segment customers based on health data and behavioral signals, delivering personalized automated outreach.

• Collaborate with Product, Marketing, Education, Sales, and Support teams on scalable success initiatives and consistent customer experiences.

• Advocate for enhancements in products and processes based on customer feedback and journey analytics.

• Monitor customer health metrics, product usage, and engagement trends.

• Measure and optimize scaled programs to enhance efficiency, adoption, and retention.

• Report on onboarding completion, engagement, and renewal performance metrics.

⛳️ Requirements

• 3+ years of experience in enterprise, customer-facing roles collaborating with both technical and business teams, such as Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support.

• Experience working within a scaled or digital success model, leveraging automation, data insights, and digital programs to effectively engage and support customers throughout their lifecycle.

• Proven ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scale.

• Capability to independently manage a customer portfolio, drive outcomes, handle escalations, and make decisions regarding account de-risking or engaging leadership.

• Experience in creating and refining scalable processes, programs, and tools.

• Proficiency in utilizing analytics, customer health data, and behavioral signals to inform engagement strategies and promote continuous improvement.

• High emotional intelligence and strong prioritization skills.

• Dedication to continuous learning, professional development, and operational excellence.

• Previous experience in an early-stage startup is strongly preferred.

• A genuine passion for technology and cybersecurity is strongly preferred.

🏝️ Benefits

• Flexible & Remote-First Culture: Work remotely with opportunities for team meetups, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet expenses.

• Receive stock options upon hire and promotion.

• Participate in secondary offerings and have 10 years to exercise your options.

• 100% covered health, vision, and dental insurance premiums for you and your dependents.

• ∞ Flexible Time Off.

• 18 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or spread it throughout the child's first year.

• Team meetup opportunities and bi-annual destination summits.