About this role

Own scaled engagement and outcomes for a defined segment of customers
Designing and optimizing 1:many programs that drive onboarding, adoption, and renewal at scale
Extends the Scaled Associate CSM responsibilities
Responsible for your scaled portfolio, primarily via 1:many channels
Design, run, and continuously improve digital lifecycle programs
Provide consultative guidance
Own the scaled review motion

2-4 years in Customer Success or account management in SaaS
Proven success working with tech‑touch or low‑touch segments
Strong analytical skills; comfortable interpreting usage data and converting it into prioritized plays and segment strategies

15 Days vacation + 3 Flex Days
Health, dental, and vision benefits for you & your family
Mental health and wellness support
Equitable pay + transparency
Flexible, Hybrid-First Work
Culture of connection: Social events, virtual meetups, and 2 annual offsites to bring everyone together
Growth investment: We invest in you. With dedicated time and budget for growth, you’ll have the freedom to explore, upskill, and expand your impact
Recognition that matters: From Slack shoutouts to company-wide recognition we pause to celebrate progress

Scaled Customer Success Manager

Key skills