Manager, Scaled Customer Success

About The Role

We are looking for a customer-focused, operationally minded leader to manage three Mid-Market Customer Success Managers and lead our tech-touch digital engagement strategy.

The ideal candidate is a strong coach with experience building scaled Customer Success programs. They are comfortable creating structure in ambiguous environments and have designed AI-enabled workflows that improve customer engagement, team efficiency, or business outcomes.

Responsibilities

• Manage, coach, and develop a team of three Mid-Market CSMs
• Establish clear expectations, operating rhythms, and performance standards for a developing team
• Build and evolve our digital Customer Success motion across onboarding, adoption, engagement, and risk mitigation
• Use customer and product data to segment audiences and deliver the right mix of human and digital engagement
• Design and implement AI-enabled workflows that improve efficiency, personalization, and proactive customer support
• Build scalable processes and measure their impact on customer health, adoption, retention, and team performance
• Partner with Product, Sales, Marketing, and other teams to improve the customer experience
• Bring structure to ambiguity and turn ideas into repeatable programs

Qualifications

• 5 to 8 years of relevant experience, including a strong Customer Success background
• People leadership experience and a track record of coaching and developing CSMs
• Experience building or managing scaled, tech-touch, or digital Customer Success programs
• Hands-on experience designing or implementing AI-enabled workflows
• Strong operational, analytical, and cross-functional collaboration skills
• Comfort building new programs in an evolving environment

Skills

• Experience in HR or recruiting technology (preferred)
• Experience partnering with Account Management or Sales on renewals, retention, and expansion (preferred)

Benefits

• Equity in a fast-growing company
• 401(k) match, competitive compensation, financial coaching
• Paid parental leave, fertility benefits, parental coaching
• Medical, dental, and vision, mental health support, $500 wellness stipend
• $2,000 learning stipend, ongoing development
• Internet, commuting, and free lunch/gym in our SF office
• Flexible PTO, 15 holidays + 2 flex days
• Team outings & referral bonuses

Pay

Compensation Range: $168K - $210K