Scaled Customer Success Manager
RemoteUnited States or Gabon
Job Summary
Own and manage a book of 50+ SMB customer accounts using a mix of 1:1 engagement and automated tooling, with a key focus on implementation, activation, and renewal. Onboard and train new users to ensure successful setup and operational integration. Implement scalable customer success playbooks, workflows, and training resources that drive product adoption across the full segment simultaneously. Proactively engage customers for business review meetings when adoption or renewal risk is detected. Identify growth opportunities and at-risk renewals through aggregate usage patterns and trends. Drive renewals and expansion via low-touch, repeatable motions. Work closely with Support, Product, Engineering, and Data teams to resolve customer challenges at the segment level and communicate feedback. Serve as the voice of the customer internally, surfacing insights from aggregate segment data that improve product development and customer experience. Minimal travel required; role is primarily remote/digital-first.
Required Qualifications
- 3+ years of experience in Customer Support, Customer Success, Account Management, or related customer-facing roles
- Demonstrated success driving retention, customer adoption, and satisfaction
- Strong written communication and presentation skills, including building email campaigns, in-app messaging, and self-serve content
- Strong analytical and problem-solving abilities, with comfort interpreting usage/health-score data across a large account base
- B2B SaaS experience required
Desired Qualifications
- Experience managing a large portfolio customers preferred but not required
- Experience with CS or marketing automation platforms preferred
- Transportation/logistics or commercial auto insurance experience preferred
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.