The Scale Customer Success Manager will be responsible for identifying, iterating on, designing, and maturing our digital and 1:many customer success strategies. They will focus on driving positive business outcomes across which will ultimately lead to revenue retention and identification of expansion opportunities. The Scale CSM will build digital experiences leveraging data and insights to inform their approach.

Responsibilities:

• Manage a large cohort of customers in their post-sales customer journey including kickoff, adoption, renewals, and advocacy.

• Build outreach campaigns using email, video, and in-app experiences to drive growth and upsell opportunities.

• Conduct gap analysis to identify key aspects of the customer journey that can be optimized to improve customer health and expand use cases at scale.

• Collaborate with customers facing teams to understand customer behavior, trends, and pain points to design 1:many programs and campaigns.

• Maintain and enhance existing 1:many programs by leveraging engagement statistics, A/B testing, and other enhancement strategies.

• Stay on top of evolving product/service offerings for clients.

• Work cross-functionally with Product, Sales, Marketing, Support and others; facilitate conversations to help drive outcomes.

• Develop a working knowledge of our SaaS software solutions and related services.

• Develop a generalized understanding of our typical customer’s business and the outcomes they look to achieve with our solutions.

• Develop a working knowledge of the market and environment in which our customers operate

Qualifications:

• 3+ years of proven experience in Customer Success, Account Management, Business Development, or another client-facing role

• Experience designing and building 1:many digital customer success strategies that drive retention such as automated email touchpoints, in-product engagements, surveys, and webinars.

• A track record of moving an initiative from ideation to execution. You don’t just make suggestions for improvement, but you can build the project plan and ensure all stakeholders are held accountable to meeting deadlines to ensure delivery.

• You stay up to date on Scaled and Digital Customer Success industry trends.

• Demonstrated ability to influence and/or affect change

• Analytical both quantitatively and qualitatively: must be comfortable with PowerPoint, Excel, Word and willing to learn new programs.

• Expert at juggling dozens of competing demands and managing limited time.

• Team-oriented and results driven to get things done for our customers.

• Passionate about building a great company and a great product.

• Intellectually curious, adaptable, catalyst

• Ideal team player: hungry, humble, smart

• Customer focused

Additional Information:

• Homebased

• M to F, 10pm to 7am PH Time

Please refer to job description.