Customer Success Manager, Scaled Accounts

Doppel is building the future of social engineering defense with an AI-native platform. They are seeking a Customer Success Manager, Scaled Accounts, to manage a portfolio of customers and enhance their experience through a digital-first engagement model.

Responsibilities:

• Manage a portfolio of scaled customers using a digital-first engagement model
• Drive onboarding and accelerate time-to-value
• Monitor customer health, product adoption, and engagement to identify risks and opportunities
• Execute targeted outreach based on lifecycle stage and customer health
• Promote adoption of Doppel AI capabilities through webinars, campaigns, and best practices
• Partner with the Digital Programs team to improve lifecycle campaigns
• Support renewals by proactively addressing adoption gaps
• Identify expansion opportunities and collaborate with Sales
• Capture customer feedback and partner with Product to improve the customer experience
• Maintain accurate customer data in Salesforce and Customer Success systems

Requirements:

• 2+ years in Customer Success, Account Management, or related SaaS role
• Experience managing a portfolio of customers
• Strong understanding of onboarding, adoption, renewals, and expansion
• Comfortable using CRM, customer health, and product usage data
• Excellent written and verbal communication skills
• Ability to manage competing priorities in a fast-paced environment
• Experience with Salesforce and Customer Success platforms
• Cybersecurity or B2B SaaS experience