Founding Scaled Customer Success Manager

About the role

This role is within the Scaled Customer Success team at Hadrius. The company automates and consolidates securities compliance for investment firms using AI to analyze millions of data points from various sources to identify regulatory violations. The company is currently valued at $XMs+ ARR and is looking for an exceptional Scaled Customer Success Manager to join.

Responsibilities

• 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.
• Own a portion of the SMB segment book of business — 150+ firms relying on Hadrius to run their compliance programs.
• Design and run a 3-tier SMB coverage model: top accounts get direct human touch, the next tier gets lightweight programmatic touch, and the tail runs on automation with your oversight.
• 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.
• Identify SMB expansion opportunities using usage signals and renewal-distance triggers and create qualified deals according to our documented SOP.
• Provide feedback to the product loop by synthesizing SMB feedback directly shaping EPD priorities and playbooks.

Requirements

• 2+ years running a scaled or pooled SMB book.
• Fluent in data. Uses usage signals, health scores, and renewal-risk data to prioritize day-to-day activities.
• Comfortable with 1:many motion. Runs webinars, writes lifecycle emails, and manages segment-wide programs, not just 1:1 relationships.
• Bias toward systems. Sees patterns in individual customer problems and turns them into playbooks or automation requests rather than bespoke solutions.
• Commercially sharp. Carries a retention and expansion number comfortably and translates customer outcomes into commercial outcomes without being pushy.
• Builder’s mindset: Energized by creating processes from scratch, not just managing what exists.
• Cross-functional operator: collaborates tightly with Partnerships, Growth, FDE/Implementation, and Engineering.
• Data-driven and disciplined: uses telemetry to prioritize, forecasts accurately, and maintains pristine CRM hygiene.

Qualifications

• 2+ years running a scaled or pooled SMB book.
• Fluent in data. Uses usage signals, health scores, and renewal-risk data to prioritize day-to-day activities.
• Comfortable with 1:many motion. Runs webinars, writes lifecycle emails, and manages segment-wide programs, not just 1:1 relationships.
• Bias toward systems. Sees patterns in individual customer problems and turns them into playbooks or automation requests rather than bespoke solutions.
• Commercially sharp. Carries a retention and expansion number comfortably and translates customer outcomes into commercial outcomes without being pushy.
• Builder’s mindset: Energized by creating processes from scratch, not just managing what exists.
• Cross-functional operator: collaborates tightly with Partnerships, Growth, FDE/Implementation, and Engineering.
• Data-driven and disciplined: uses telemetry to prioritize, forecasts accurately, and maintains pristine CRM hygiene.

Skills

• Customer Success Management
• SMB Sales and Marketing
• Customer Relationship Management
• Customer Support
• Customer Retention
• Customer Expansion
• Data Analysis
• Automation
• Health Scoring
• CRM Hygiene

Benefits

• 401k: 100% match up to 6%
• Living Stipend: available if below Chambers street ($18,000 annually)
• Healthcare, dental, vision insurance
• Unlimited Paid Time Off (PTO)

Pay

Total Target Compensation (OTE): $120,000–$150,000

Schedule

Full-time