Owning the health and outcomes of our scaled portfolio — including onboarding acceleration, adoption growth, retention risk mitigation, and expansion signal qualification across ~1,500 customers
Designing and executing segmented 1:many engagement campaigns using tools like HubSpot, Salesforce, and Outreach
Building personalized monthly adoption email campaigns that improve engagement, clarify customer use cases, and increase adoption of sticky features
Launching and running a repeatable monthly webinar cadence (product roadmap sessions, customer roundtables, and best-practice sharing)
Designing and running structured, time-bound plays focused on re-engaging dormant accounts, mitigating churn risk, and identifying and qualifying expansion opportunities
Analyzing product usage data and telemetry to identify leading indicators of retention risk and growth opportunity
Generating and qualifying expansion leads (CSQLs) through usage insights and structured discovery — maintaining a strong close rate in partnership with Sales
Collaborating cross-functionally with RevOps and Marketing to refine segmentation, health scoring, and lifecycle campaign infrastructure
Leveraging AI tools like Claude, ChatGPT, and Gemini to draft campaigns, surface risk patterns, summarize usage insights, and improve CS leverage
Providing structured feedback to Product and Engineering based on scaled customer insights

2+ years of experience as a Customer Success Manager (or similar post-sales role) in a scaling B2B SaaS organization
Have experience working with technical products — familiarity with databases (Postgres/SQL), AWS, or infrastructure concepts is strongly preferred
Can confidently engage technical stakeholders (DevOps engineers, data engineers, engineering leaders) and translate between technical complexity and business value
Have experience running segmented or scaled customer engagement programs (1:many campaigns, webinars, digital outreach)
Are comfortable analyzing product usage data to identify churn risk and expansion opportunities
Have partnered closely with RevOps and Marketing on lifecycle campaigns or segmentation efforts
Have a working opinion on how AI is reshaping Customer Success and actively use tools like ChatGPT, Claude, or Gemini to improve efficiency and quality
Are curious, decisive, and proactive — you think in systems and solve for scale
Have strong written and verbal communication skills and can drive clarity in async environments
Thrive in fast-paced environments where autonomy and collaboration go hand in hand

Scaled Customer Success Manager

Key skills