Customer Success Manager

Job Summary

Owning the scaled customer success motion, the full-time remote Manager, Scaled Customer Success will lead a team of six Scaled Customer Success Managers, design customer journeys for high-volume engagement, and implement operational processes to drive customer activation and retention.

Key responsibilities

• Oversee day-to-day execution of the scaled customer success motion, ensuring effective support for a high volume of customers
• Manage, coach, and develop a team of Scaled Customer Success Managers, focusing on performance and skill development
• Build and improve operational systems, including segmentation, health scoring, and reporting to enhance team efficiency and customer experience

Required qualifications

• 5+ years in Customer Success with direct management experience of a CSM team
• Proven track record of owning and executing a scaled customer success motion that drives retention and expansion
• Strong data-driven and operational approach to managing customer success processes
• Experience thriving in a startup environment, demonstrating adaptability and process-building skills