Scaled Customer Success Manager

Job Summary

Owning digital lifecycle engagement for a high-volume portfolio, the full-time Scaled Customer Success Manager will design and operate programs that drive product adoption, retention, and expansion remotely.

Key responsibilities

• Design and operate Fello's 1-to-many Customer Success motion across the full customer journey, including onboarding, activation, and renewal readiness
• Analyze product usage signals to identify friction points and design programs that enhance product adoption and customer value
• Continuously improve lifecycle engagement through experimentation, running A/B tests, and iterating playbooks based on performance data

Required qualifications

• 4-6+ years in Customer Success, Lifecycle Marketing, Growth, or Customer Operations in SaaS
• Experience managing high-volume customer portfolios (500+ accounts)
• Hands-on experience designing or operating 1-to-many Customer Success programs
• Strong analytical mindset with comfort in product usage and customer data analysis
• Familiarity with lifecycle automation and customer engagement tools (e.g., HubSpot, Gainsight, Intercom)