Scaled Customer Success Manager- Remote

BeyondTrust is a global identity security leader focused on creating a safer world through their cybersecurity SaaS portfolio. The Scaled Customer Success Manager will manage a high-volume customer portfolio, ensuring customers realize the value of their solutions while driving adoption and retention outcomes.

Responsibilities:

• Manage a portfolio of 100–150 customers across a scaled engagement model
• Prioritize accounts effectively using data, health indicators, and lifecycle triggers
• Onboard accounts effectively, setting customers up for accelerated adoption of our products
• Deliver consistent, repeatable touchpoints through digital, one-to-many, and automated channels
• Partner closely with Sales to define customer success criteria before contract signature, or collaborate post-sale to determine the best approach for engaging with existing customers to drive adoption
• Ensure a smooth transition from sales to post-sales by clearly understanding customer goals, timeline,s and priorities
• Lead customers through the defined adoption plan and hold them accountable to agreed timelines
• Influence decision-makers and end-users to drive product usage, behavioural change, and time-to-value
• Provide guidance and best practices to help customers achieve measurable outcomes that align with their goals
• Analyse customer data, product telemetry, and trend patterns to identify risk and opportunity across your book
• Use insights to target interventions, personalise scaled programs,s and inform broader Customer Success initiatives
• Own adoption and retention metrics across your customer segment
• Proactively identify churn risks and drive actions to mitigate them
• Consistently aim to exceed quarterly adoption, usage, and retention targets
• Provide feedback to Product, Sales, and Customer Success teams based on customer trends and market needs
• Contribute to scaled content, playbooks,s and programs that improve customer experience at scale

Requirements:

• Experience in Customer Success, Account Management, or a customer-facing role within a SaaS environment
• Strong multitasking skills and comfort managing a high volume of customers
• Ability to analyse data sets, spot trends, and translate insights into action
• Excellent communication and influencing skills - comfortable guiding customers toward their goals, demonstrating return on investment
• A driven, proactive mindset with a passion for helping customers succeed
• Highly organized, self-motivated, and adaptable to change