Manager, Scaled Customer Success
RemoteLondon, England, United Kingdom or United Kingdom
Job Summary
Lead a high-performing team of 6+ Scaled CSMs managing a $22M+ ARR book across U.S. and U.K. emerging and mid-market segments. Own strategy and execution of digital customer success programs to drive engagement, product adoption, and retention. Partner with Product, RevOps, and Customer Enablement to design, test, and iterate automated engagement solutions. Champion a data-driven culture using signals to evolve programs based on hypothesis testing. Support team through renewal and expansion conversations while managing retention metrics, forecasting, and customer health. Serve as the internal voice for the scaled segment, influencing tooling, processes, 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 SMB, emerging, or mid-market 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
- Commercially sharp — able to guide your team through renewal negotiations and expansion conversations
- 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
Desired Qualifications
- 2 years in a people management or team lead capacity
- Proven track record leading scaled or digital CS motions
- 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
- Commercially sharp — able to guide your team through renewal negotiations and expansion conversations
- 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
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