Manager, Scaled Customer Success

Manager role leading three Mid-Market Customer Success Managers and a tech-touch digital engagement strategy. Based in the US, it requires 5–8 years of Customer Success experience and focuses on scaled programs and AI-enabled workflows.

• Manage, coach, and develop three Mid-Market CSMs
• Establish expectations, operating rhythms, and performance standards
• Build and evolve digital Customer Success across onboarding, adoption, engagement, and risk mitigation
• Use customer and product data to segment audiences and mix human and digital engagement
• Design AI-enabled workflows for efficiency, personalization, and proactive support
• Build scalable processes and measure impact on customer health, adoption, retention, and team performance
• Partner with Product, Sales, and Marketing to improve customer experience
• Turn ideas into repeatable programs

• 5 to 8 years of relevant experience
• Strong Customer Success background
• People leadership experience
• Track record coaching and developing CSMs
• Experience building or managing scaled, tech-touch, or digital Customer Success programs
• Hands-on experience designing or implementing AI-enabled workflows
• Strong operational, analytical, and cross-functional collaboration skills
• Comfort building new programs in an evolving environment