Scaled Customer Success Manager

About Our Client:The organization operates in the SaaS industry, focusing on customer success management for mid-market and small business customers. It addresses the challenge of driving adoption, value realization, and renewal readiness at scale by deploying targeted campaigns, group programs, digital touchpoints, and selective personalized outreach. This approach aims to improve customer retention and growth through data-driven customer engagement and cross-functional collaboration. About the Opportunity:The SCALED CUSTOMER SUCCESS MANAGER role is responsible for managing a portfolio of customers to drive adoption, ensure renewal readiness, and identify growth opportunities. This position serves as a central liaison between programmatic customer success efforts and renewal processes, translating customer data and signals into actionable strategies that improve retention and forecast accuracy. The role includes delivering executive-level updates and managing inbound customer interactions, contributing directly to the organization’s customer success scalability and revenue outcomes. Responsibilities:Manage adoption, customer health, and renewal readiness using customer lifecycle and product usage data.Provide focused engagement for priority customers and coordinate retention and growth efforts with renewal and account teams.Develop and execute targeted campaigns to support customer adoption, value realization, and risk mitigation.Coordinate between programmatic customer success and renewal teams to ensure smooth handoffs and aligned retention strategies.Oversee inbound customer communication channels, ensuring timely and appropriate responses.Utilize data analytics to segment customers, test engagement strategies, and improve processes.Engage directly with customers to validate signals, gather feedback, and address risks.Share customer insights with cross-functional partners to enhance products and customer experience.Collaborate across teams to operationalize customer programs and identify growth opportunities, qualifying leads for sales. Requirements:Minimum of 4 years in B2B SaaS customer success, account management, digital customer success, or a similar post-sale role.Proven experience managing or influencing customer renewals with demonstrated success in retention and churn mitigation.Ability to manage broad or high-volume portfolios using combined programmatic and personalized engagement.Strong analytical skills with fluency in SaaS retention metrics and their application to risk and growth identification.Experience designing and executing lifecycle, adoption, and retention campaigns with measurable impact.Excellent communication skills for creating customer content and conducting feedback sessions.Experience coordinating across multiple teams to drive retention and growth outcomes.Familiarity with customer success platforms, CRM, marketing automation, and BI tools. Preferred Qualifications:Experience partnering with centralized renewal teams.Background in facilitating webinars, office hours, or other group enablement programs.Knowledge of test-and-learn methodologies. Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.