Map and execute the end-to-end lifecycle journey for the Scale segment
Create and lead scalable engagement models, such as recurring “Office Hours” and webinars
Partner with Strategy & Revenue Operations to build automated value realization motions
Use product telemetry to identify “Growth Signals” for expansion leads
Guide the “self-onboarding” experience for customers
Produce self-service content, including tutorials and FAQs
Act as the “Voice of the Customer” to provide feedback
Serve as “Customer Zero” for AI and automation tooling strategy

3+ years of experience in Customer Success, Account Management, or CS Operations
Minimum level of education: Bachelor’s degree in a related field or equivalent practical experience
Experience in building and refining methods to manage high-volume SaaS portfolios
Proactive leadership and ability to master new domains
History of coordinating activities across Product, Engineering, and Marketing
Proven ability to identify, analyze, and improve existing business processes
Highly skilled in tailoring communication to diverse audiences
Strong background in data analysis and visualization with SQL
Previous experience in a CS Operations or Program Management role
Prior experience in data privacy, GRC, cybersecurity, or a thorough understanding of regulations (GDPR, CPRA) is a significant plus

Customer Success Manager

Key skills