Drive customer retention and value realization across an assigned portfolio of 80-150 accounts by independently managing the full customer lifecycle from onboarding through renewal, using digital-first engagement and strategic human touchpoints with minimal guidance.
Execute complex renewal transactions for your book of business, including multi-product negotiations, pricing discussions, handling objections, and renewal closing, while proactively identifying and positioning expansion opportunities.
Design and deliver proactive, signal-based engagement by monitoring customer health metrics, usage patterns, and risk indicators, then creating and executing targeted campaigns, webinars, and 1:1 interventions based on customer needs with creative problem-solving.
Partner cross-functionally and mentor peers by collaborating with onboarding teams, product specialists, sales, and support to resolve complex customer situations, while also sharing best practices with less experienced team members.
Drive program improvement by identifying gaps in playbooks and digital resources, testing new engagement approaches, and providing strategic recommendations to leadership on how to improve Scaled CS effectiveness for the segment.

Proven customer success or account management experience managing portfolios of accounts independently (preferably in a scaled, digital-first, or SMB environment)
Strong communication and influence skills with the ability to engage customers and internal stakeholders effectively across multiple channels (email, video, webinars, phone)
Advanced proficiency with technology and systems including CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement/automation tools
Strong analytical and problem-solving skills to interpret customer data, identify patterns, devise solutions based on limited information, and adapt existing approaches to resolve issues creatively
Self-directed and proactive with the ability to work independently, prioritize effectively, and make sound judgment calls within established guidelines
Experience with SaaS products or digital analytics tools (Heap, Contentsquare, Hotjar, or similar platforms), with the ability to guide customers on product adoption and value realization
Nice to have:
Experience executing renewals or working in a renewals/sales capacity
Track record of creating and executing digital customer engagement campaigns
Multilingual capabilities (Spanish)
Experience mentoring or training team members in a CS environment
Deep knowledge of digital experience analytics or product analytics platforms

Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
Work flexibility: hybrid and remote work policies
Generous paid time-off policy (every location is different)
Lifestyle allowance
A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
Every full-time employee receives stock options, allowing them to share in the company’s success
We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
And more benefits tailored to each country

Customer Success Manager – Scaled Programs

Key skills