Scaled Customer Success Manager

Build the system that helps customers launch and expand their integrations faster, while identifying the teams with the strongest potential to grow into larger plans. You'll own adoption and growth for the scaled segment, reaching the right teams at the right time through automations, signals, and campaigns.

What you'll do

• Own net revenue retention and the customer experience across $2M book of business managing over 100 scaled customers.
• Build the motion that guides customers through the whole post-sale lifecycle. Design and run onboarding, adoption campaigns, expansion triggers, risk signals, and the renewal flow.
• Build the automation engine behind it: one-to-many campaigns that land the right touchpoint at the right time, drive adoption, recover stuck customers, and upsell.
• Own the self-serve customer experience. Tell product what makes setup and scaling hard, so it gets fixed. Build educational materials that help customers get going on their own.
• Your first projects: build the onboarding flow that powers ~20-30 onboardings next quarter, plus the system that tracks customer health at scale.

What you'll need

• Expertise in Customer Success, Revenue Operations, or Solutions, with experience of working on a portfolio of 100+ accounts.
• Owned a revenue target for a scaled segment. You know how to spot growth signals in usage and customer behavior data and turn them into expansion opportunities.
• Automation is your first instinct. You've covered hundreds of accounts with emails, in-app nudges, and workflows that don't read like a robot wrote them.
• You are ready to work with engineers and technical customers. You're comfortable with APIs, can solve high-level technical problems independently, and curious to learn how the product works in depth.
• You've automated work with AI, whether that was n8n, Zapier, Notion, or just an LLM.
• You can answer your own data questions. You are able to read and tweak a SQL query and set up your own dashboard.