Founding Scaled Customer Success Manager

The Role

You'll drive adoption, retention, and expansion across the SMB segment by combining high-touch intervention on our highest-value SMB accounts with 1:many programs for the broader book. You’ll help build the initial systems and playbooks alongside our FDE and CS Ops team — you'll then be the operator who uses them to produce retention and expansion outcomes at scale.

This role reports to the Manager of Customer Success.

What You'll Own

• SMB retention and expansion outcomes. You'll carry an Annual Net Dollar Retention and Gross Dollar Retention target on the SMB segment.
• Tiered coverage model. You'll design and run a 3-tier SMB coverage model: top accounts get direct human touch (QBR-lite, renewal conversations, expansion identification); the next tier gets lightweight programmatic touch; the tail runs on automation with your oversight.
• 1:many customer programs. Customer webinars on new features, lifecycle email triggers, segment-wide campaigns at regulatory moments (e.g., annual review prep, SEC exam cycles).
• Health-based intervention. You'll run the weekly risk review for SMB, triage yellow/red accounts, and execute documented save plays — using the health scoring infrastructure built by our CS Ops and FDE teams.
• Expansion identification at scale. You'll use usage signals, and renewal-distance triggers to identify SMB expansion opportunities and create qualified deals per our documented SOP.
• Feedback to the product loop. You're closer to more customers than anyone else at Hadrius. Your synthesis of SMB feedback directly shapes EPD priorities and playbooks.

Who You Are

• 2+ years running a scaled or pooled SMB book.
• Fluent in data. You use usage signals, health scores, and renewal-risk data to prioritize your day. You don't need someone to tell you which accounts matter.
• Comfortable with 1:many motion. You've run webinars, written lifecycle emails, and managed segment-wide programs, not just 1:1 relationships.
• Bias toward systems. You see patterns in individual customer problems and turn them into playbooks or automation requests — not bespoke solutions.
• Commercially sharp. You're comfortable carrying a retention and expansion number, and you know how to translate customer outcomes into commercial outcomes without being pushy.
• Builder’s mindset: You are energized by creating processes from scratch, not just managing what exists.
• Cross-functional operator: you collaborate tightly with Partnerships, Growth, FDE/Implementation, and Engineering.
• Data-driven and disciplined: you use telemetry to prioritize, forecast accurately, and maintain pristine CRM hygiene.

Success Looks Like

• First 7 days: Ramp on our ICP, value proposition, Hadrius platform, pricing/packaging, and roadmap; learn onboarding/implementation flows, CRM hygiene standards, and communication playbooks; shadow kickoffs, QBRs/EBRs, and renewal calls; document objections and success patterns; begin owning a small set of accounts to establish relationships and success plans; begin forming strong opinions on our Scaled Customer Success steady-state and path to get there.
• First 14 days: Top 50 SMB accounts identified, tiered, and on a defined cadence; health score applied to the full SMB book; weekly risk review cadence established and intervention plans proposed.
• First 45 days: First 1:many customer engagement program launched (webinar or lifecycle campaign); running customer cadence playbooks and automated outreaches.
• At 3 months: SMB NDR & GDR trending to goal; documented scaled-motion playbooks that can be handed to the next Scaled CSM we hire; SMB case studies sourced for Marketing; ticket volume per SMB account trending down via self-service adoption.

Compensation

• Total Target Compensation (OTE): $120,000–$150,000
• Base salary: $90,000–$120,000
• Variable compensation: $30,000–$40,000
• Equity
• Benefits: full medical/dental/vision, 401(k), unlimited PTO, annual L&D budget

Benefits

• 401k: 100% match up to 6%
• Living Stipend: living stipend if below Chambers street (18,000 Annually)
• Insurance: Healthcare, dental, vision, etc.
• Unlimited PTO