Scaled Success Account Manager

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Scaled Success Account Manager based in the United States. This role is an opportunity to help shape a scalable Customer Success model serving a high-volume portfolio of SMB customers. You will own onboarding, activation, engagement, and early value realization.

Responsibilities

• Own a high-volume portfolio of SMB accounts, supporting customers through onboarding, activation, engagement, and early value realization.
• Build expertise across the full product suite, including AI agents, campaigns, CRM integrations, bot configuration, and compliance, to deliver effective onboarding and customer guidance.
• Manage onboarding, follow-ups, proactive outreach, and customer communications across digital channels, office hours, and escalation calls.
• Help customers identify opportunities to improve conversion, retention, and revenue by connecting platform capabilities to their business needs.
• Use customer and platform data to monitor engagement, SLA adherence, account health, NRR, and expansion indicators, taking action when opportunities or risks emerge.
• Develop compelling, data-driven value stories that support strategic recommendations and demonstrate customer outcomes.
• Identify opportunities to streamline, automate, and scale Customer Success workflows while maintaining a high-quality customer experience.
• Contribute to the development of processes, systems, and best practices that form the foundation of a scalable Customer Success organization.
• Maintain accurate and up-to-date account information in HubSpot and internal systems.
• Consistently uphold high customer satisfaction standards while meeting or exceeding relevant performance metrics and KPIs.
• Collaborate closely with internal teams to resolve customer issues, improve processes, and continuously strengthen the scaled customer experience.

Requirements

• 3+ years of experience in Customer Success, Sales, Product Operations, or a comparable B2B role.
• Demonstrated experience supporting high-volume customer portfolios through digital-first or scaled Customer Success models.
• Experience managing a book of 100+ accounts or a similarly high-volume customer portfolio.
• Strong project management, prioritization, organization, and time-management skills.
• Excellent written and verbal communication, with the ability to guide customers effectively through email, chat, virtual sessions, and escalation conversations.
• Data-driven mindset with experience monitoring engagement, account health, SLA adherence, retention, expansion, or other customer success metrics.
• Proven track record of consistently meeting or exceeding KPIs.
• Strong sense of ownership, initiative, and accountability, with a proactive approach to identifying and addressing customer needs.
• Ability to translate customer needs and platform data into relevant solutions and actionable recommendations.
• Comfortable working with modern SaaS and customer management tools such as HubSpot, Pylon, Arrows, and workflow or automation platforms.
• Able to balance strategic thinking with hands-on operational execution in a fast-moving and sometimes ambiguous environment.
• Collaborative mindset and enthusiasm for continuous process improvement.
• Experience in home services, home improvement, or another high-consideration industry is a plus.
• Familiarity with ServiceTitan, Salesforce, or HubSpot, as well as conversational AI, marketing automation, or sales technology, is advantageous.
• Experience in a high-growth or early-stage startup environment is also valued.

Benefits

• $90,000 annual base salary, plus performance-based incentives.
• Full medical, dental, and vision coverage from the first day.
• Mental health support and services through Modern Health.
• 15 days of PTO, with additional increases after two years of tenure.
• 12 paid holidays plus one floating holiday.
• Up to 14 weeks of parental leave.
• Monthly wellness subsidy.
• Flexible Spending Account (FSA).
• 401(k) retirement savings plan.
• Employee stock purchase plan.
• Work-from-home reimbursement.
• Remote work environment within the United States.
• Opportunity to help build and influence a scaled Customer Success function during a period of significant growth.