Customer Success Manager, Scaled
HybridPrague, Prague, Czechia
Job Summary
Own the end-to-end engagement model for mid-tier portfolios, running digital-led programs that drive activation, adoption, retention, and upsell. Step in with direct conversations for onboarding kickoffs, expansion discussions, renewal negotiations, and risk interventions. Manage the full renewal cycle for Tier 4 accounts, including quote preparation, channel partner coordination, and procurement tracking to close on time. Monitor customer health signals across usage trends, adoption gaps, and ticket activity to prioritize time and act before risks escalate. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Provide technical guidance by developing product expertise to help customers understand how IP Fabric fits their network environment. Bring customer trends and insights back to Product, Sales, and Marketing regarding friction points and feature gaps. Partner cross-functionally with Sales on handoffs, Solution Architects on technical escalations, Support on tickets, and Marketing on campaigns. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renewals with accuracy by maintaining clean pipeline data in Salesforce and flagging early risks. Forecast renew
Required Qualifications
- 2–3+ years in a scaled or digital-touch Customer Success role, or as a CSM managing a high-volume book of business (50+ accounts)
- You've operated in a model where efficiency and prioritization matter as much as customer empathy
- Technical aptitude or fluency in enterprise networking concepts and comfort engaging highly technical stakeholders
- You can quickly master complex products, translate technical concepts across audiences, can shape use cases, discuss architectures, and hold your own in conversations with network engineers
- Experience building and executing digital customer engagement programs: personalized email campaigns, lifecycle-triggered outreach, one-to-many programs that drove measurable adoption or retention outcomes
- Commercial comfort with renewals and channel partners: you've managed renewals end-to-end and understand the dynamics of working through resellers and distributors, not just direct sales
- Excellent written communication in English
- You'll write emails that customers actually open and respond to: clear, relevant, and worth their time
- A data-driven mindset: you monitor health metrics and usage data to prioritize your time, spot risk, and measure whether your programs are working
- Comfort operating without a playbook: this is a new motion at IP Fabric. You'll build the process as you go, learn what works, adjust what doesn't, and shape the program as it grows
- Comfort working with AI tools like Claude AI and Cowork to enhance productivity, automate repetitive tasks, and deliver personalized customer engagement at scale. You see AI as a force multiplier for how you manage your book
Desired Qualifications
- Experience with HubSpot or similar marketing/engagement platforms for building and tracking email campaigns
- Familiarity with Gong for reviewing customer interactions and identifying patterns across a portfolio
- Background in network operations, network automation, or infrastructure assurance platforms
- Czech, Italian, or other European language skills
- Experience working in a SaaS company selling into technical or engineering buyer personas
- Experience standing up a scaled CS program from zero and proving its impact on retention or expansion
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