Scale Customer Success Manager

Skills

About the Role

You will own a high-volume pooled portfolio and design programmatic engagement that drives adoption, retention, and expansion. You will build lifecycle campaigns, onboarding sequences, and repeatable renewal workflows. You will monitor health scores and usage telemetry, intervene when signals warrant human touch, run experiments to improve outcomes, and partner with Product, Marketing, and Support to create enablement assets and escalation paths.

Requirements

• 2 years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS, fintech, or crypto infrastructure
• Hands-on experience with scaled or pooled CS motions managing high-volume books using tech-touch strategies
• Proven track record building repeatable programs (onboarding playbooks, lifecycle campaigns, health-driven interventions) that improved retention or adoption metrics
• Crypto-curious and willing to learn blockchain and institutional crypto infrastructure quickly
• Comfortable reading dashboards, synthesizing account signals, and translating data into action (cohort and segment thinking)
• Strong written communication
• Builder mentality and comfort working in ambiguity

Responsibilities

• Own a pooled book of 80–150+ accounts using programmatic, data-driven motions
• Design, launch, and iterate on lifecycle campaigns and onboarding sequences
• Monitor health scores and usage telemetry and intervene when needed
• Drive net revenue retention by identifying expansion signals and routing opportunities to Sales
• Own renewal outcomes and build repeatable renewal workflows
• Run structured experiments (e.g., onboarding A/B tests) and report on impact
• Partner with Product and Marketing to build self-serve enablement assets
• Surface aggregated customer insights to inform the product roadmap
• Collaborate with Support to define escalation paths and ensure fast resolution