Manager, Scaled Customer Success - New York
$175,000–$175,000 year
HybridNew York City, New York, United States
Job Summary
Lead a high-performing team of 6+ Scaled Customer Success Managers across the U.S. and U.K., each managing a high-volume book ranging from 100-400 accounts. Own the strategy and execution of digital customer success programs designed to drive engagement, product adoption, and retention across emerging and mid-market segments. Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech-touch engagement solutions. Champion a data-driven, hypothesis-testing culture using signals and insights to continuously evolve programs. Support and coach your team through renewal and expansion conversations, ensuring commercial confidence and consistency across a $22M+ ARR portfolio. Manage and report on key retention metrics, renewal forecasting, and customer health. Serve as a key stakeholder internally to influence tooling, process, and product roadmap decisions.
Required Qualifications
- 5+ years of Customer Success or Account Management experience within a SaaS organization
- at least 2 years in a people management or team lead capacity
- Proven track record leading scaled or digital CS motions
- managing high-volume books of business across emerging, mid-market and Enterprise segments
- Hands-on experience with Customer Success Platforms
- Familiarity with AI and automation tools
- Technically curious — comfortable constructing basic programs and automations
- skilled at identifying opportunities, scoping requirements, and managing cross-functional stakeholders to drive rapid deployment of more complex solutions
- Commercially sharp — able to guide your team through renewal negotiations and expansion conversations with confidence and empathy
- A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions
- Strong communicator and influencer across internal functions
- History of thriving in fast-moving, high-growth environments where the roadmap is still being written
- Lead, coach, and develop a team of 6+ Scaled CSMs
- Own the strategy and execution of digital customer success programs
- Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech-touch engagement solutions
- Champion a data-driven, hypothesis-testing culture
- Support and coach your team through renewal and expansion conversations
- Manage and report on key retention metrics, renewal forecasting, and customer health
- Serve as a key stakeholder and voice for the scaled segment internally, influencing tooling, process, and product roadmap decisions
- Must be available for hybrid working environment in New York City
Desired Qualifications
- 2 years in a people management or team lead capacity
- Proven track record leading scaled or digital CS motions
- managing high-volume books of business across emerging, mid-market and Enterprise segments
- Hands-on experience with Customer Success Platforms — Planhat strongly preferred; Gainsight, Vitally, or ChurnZero
- Familiarity with AI and automation tools and a genuine interest in applying them to improve customer engagement at scale
- Technically curious — comfortable constructing basic programs and automations
- skilled at identifying opportunities, scoping requirements, and managing cross-functional stakeholders to drive rapid deployment of more complex solutions
- Commercially sharp — able to guide your team through renewal negotiations and expansion conversations with confidence and empathy
- A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions
- Strong communicator and influencer across internal functions
- History of thriving in fast-moving, high-growth environments where the roadmap is still being written
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