Scaled Customer Success Manager

• Own adoption, customer health, and renewal readiness across a scaled customer portfolio, using lifecycle, product usage, engagement, sentiment, and retention signals to prioritize action and improve renewal outcomes.
• Provide focused engagement for a priority group of customers, partnering closely with Renewal Managers and other account stakeholders to coordinate retention and growth actions and deliver regular executive-level portfolio and forecast updates for top accounts in the scaled portfolio.
• Design and execute targeted campaigns and scaled touchpoints that help customers adopt key capabilities, realize value, prepare for renewal, and address common risks at the right moments in their journey.
• Serve as the coordination point between Programmatic and Digital Customer Success and the  Renewals Desk, ensuring timely handoffs, shared visibility, clear ownership, and coordinated save plays for customers with renewal-readiness gaps or identified churn and contraction risk.
• Own and manage shared inbound customer email channels, triaging questions and requests, coordinating timely responses, and ensuring issues are resolved or routed to the appropriate partner with clear follow-through.
• Use data to segment customers, identify patterns, test engagement strategies, measure impact, and continuously improve playbooks, content, workflows, and automation.
• Engage customers directly when a focused 1:1 conversation is needed to validate a signal, understand sentiment, address risk, gather product feedback, or capture a representative customer example.
• Synthesize customer voice across the portfolio and share actionable insights with Product, Marketing, Sales, Support, and Customer Experience partners to improve the product and customer journey.
• Partner cross-functionally to operationalize repeatable customer programs, resolve gaps in the customer experience, and identify customer-backed growth levers such as broader adoption, new use cases, license utilization, or additional product fit. Qualify relevant opportunities as Customer Success Qualified Leads (CSQLs) and route them to Sales with clear customer context and supporting signals.

Requirements

• 4+ years of experience in B2B SaaS Customer Success, Account Management, Digital Customer Success, lifecycle programs, or a comparable post-sale customer role.
• Recent experience directly managing or materially influencing customer renewals across a book of business, with measurable examples of save plays, churn or contraction mitigation, and retention outcomes.
• Demonstrated success managing customer outcomes across a broad or high-volume portfolio through a combination of one-to-many programs and targeted 1:1 engagement.
• Strong analytical judgment and fluency in SaaS retention metrics, including renewal rate, gross revenue retention, net revenue retention, churn, contraction, and expansion, with experience using those measures alongside customer signals to identify risk and growth levers.
• Experience designing or executing customer lifecycle, adoption, retention, or renewal-readiness campaigns and measuring their impact on customer behavior or business outcomes.
• Excellent written and verbal communication skills, including the ability to create clear customer-facing content and lead effective discovery or feedback conversations.
• Demonstrated ability to coordinate across Customer Success, Renewals, Sales, and other teams, clarify ownership, and move shared retention and growth outcomes forward while managing concurrent programs and changing priorities.
• Experience with Customer Success platforms, CRM systems, marketing automation, business intelligence tools, or related customer-data systems.

Preferred Qualifications

• Experience working in a Customer Success model that partners with a centralized Renewals Desk or specialized renewals team.
• Experience facilitating webinars, office hours, group enablement, customer communities, or other one-to-many programs.
• Experience applying test-and-learn methods to improve engagement, adoption, retention, or conversion outcomes.
• Experience supporting collaboration, productivity, content, or AI-enabled SaaS products.