Manager, Scaled Customer Success
Lead scaled customer success programs serving micro-SMB customers by combining strategy, systems, analytics, automation, customer education, and people leadership.
Responsibilities
- Own and evolve self-service onboarding and activation strategy.
- Diagnose activation bottlenecks, build dashboards, run metric reviews, and provide data-backed recommendations.
- Partner with Product to improve activation features and automation.
- Lead customer education programs including group onboarding, video content, chatbot optimization, and lifecycle communications.
- Improve systems and team efficiency through automation, content, and applied AI.
- Design, launch, and iterate scaled customer success programs.
- Manage, coach, and develop 6–8 Scaled Customer Success Managers.
- Drive activation, expansion, and CSAT performance.
- Hire, train, and enable team members.
- Partner cross-functionally with Customer Success, Sales, Product, Growth, and Data.
Requirements
- 4+ years in consulting, customer success operations, revenue or business operations, or strategy within high-growth B2B SaaS.
- 2+ years of people management experience leading customer success or operations teams.
- Experience building or optimizing scalable programs and processes.
- Strong analytical skills for creating dashboards and operational insights.
- Cross-functional leadership and senior stakeholder influence.
Benefits
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- Medical, dental, and vision insurance
- One Medical annual membership
- 401(k) with employer match
- Fertility HRA
- Parental leave at 100% pay
- Pet insurance
- Relocation support to NYC or San Francisco