Manager Scaled Customer Success
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.
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
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
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