Manager Scaled Customer Success

Skills

About the Role

You will design, operationalize, and lead scaled customer success programs that activate, retain, and grow micro-SMB customers. You will use data to diagnose bottlenecks, build dashboards, improve self-service onboarding, lead customer education, partner with Product and Growth, automate processes, and manage a team of 6–8 Scaled Customer Success Managers.

Requirements

• 4+ years in consulting, customer success operations, revenue operations, 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

Responsibilities

• Own and evolve self-service onboarding and activation strategy
• Use data to diagnose activation bottlenecks and build dashboards
• Partner with Product to improve activation features and automation
• Lead customer education programs at scale
• Improve systems and team efficiency through automation, content, and applied AI
• Design 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 with Customer Success, Sales, Product, Growth, and Data

Benefits

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• Medical insurance
• Dental insurance
• Vision insurance
• One Medical annual membership
• 401(k) with employer match
• Fertility HRA
• Parental leave at 100% pay
• Pet insurance
• In-office lunch, snacks, and drinks
• Relocation support to NYC or San Francisco