Gross retention across a high-volume book of business
Executing and iterating on scaled engagement playbooks
onboarding sequences, health-triggered outreach, group webinars, and in-app guidance rather than bespoke account strategy
Monitoring health signals and usage data across your book to identify at-risk accounts and prioritize intervention efficiently
Running lightweight account reviews and check-ins with higher-value accounts in your segment, where 1:1 time is warranted
Coordinating with AEs on expansion signals within your book. They own the commercial motion, you surface the opportunities
Escalating product feedback and customer needs to internal teams in a structured, aggregated way
Contributing to the development of self-serve resources, templates, and playbooks that improve outcomes across the full customer base

2+ years in a Customer Success, Account Management, or digital CS role at a B2B SaaS company
Experience managing a high-volume book. You know how to segment, triage, and prioritize across dozens or hundreds of accounts without losing signal on the ones that matter
Comfortable building and executing scaled engagement motions: automated sequences, group sessions, templated outreach
not just 1:1 calls
Data-driven by default: you use health scores, usage trends, and CRM data to drive prioritization, not instinct
Strong written communication
at scale, async, and written touchpoints do a lot of the work
Genuine comfort using AI tools in your workflow
for drafting outreach, synthesizing customer data, identifying risk patterns, and scaling your output. This isn't a nice-to-have; it's how this team operates.

Customer Success Manager

Key skills