Scaled Customer Success Manager

About the role

You own the end-to-end post-sales journey for a growing portfolio of startup and SMB customers, ensuring they realize value from Cartesia from onboarding through renewal. You will partner closely with Sales, Product, Engineering, and Marketing to improve the customer experience while building the systems and playbooks that make Customer Success a force multiplier for the company. This role is about scaling impact through thoughtful processes, great programs, and product expertise rather than adding headcount for every new customer. You will become a trusted product expert, guiding customers toward best practices and maximizing their outcomes on the platform. You will leverage data and customer health signals to proactively manage risks and drive retention. You will create scalable assets like playbooks, documentation, and educational content that compound in value over time. You will use AI tools to automate repetitive work so you can focus on high-impact customer problem-solving. You will feed customer feedback into product and engineering roadmaps to continuously improve the experience.

Key facts

What you'll do

• Own the customer journey from onboarding through renewal for a growing portfolio of startup and SMB customers.
• Help customers realize value quickly by driving product adoption and successful onboarding.
• Build repeatable onboarding, education, and lifecycle programs that scale from hundreds to thousands of customers.
• Monitor customer health, identify risks early, and proactively improve retention.
• Partner with Sales to identify expansion opportunities driven by customer adoption and usage.
• Become a trusted product expert, helping customers adopt best practices and get the most out of the platform.
• Create scalable customer assets including playbooks, documentation, webinars, office hours, and enablement content.
• Partner with Product and Engineering to bring customer feedback into roadmap discussions and improve the overall product experience.
• Continuously improve Customer Success operations through automation, AI, and better systems.

Requirements

• 3-6 years of experience in Customer Success, Technical Customer Success, Account Management, Solutions Consulting, or a similar customer-facing role at a high-growth B2B SaaS company.
• Experience managing a scaled portfolio of customers while maintaining strong customer outcomes.
• Excellent organizational skills with the ability to prioritize across many customers and competing initiatives.
• Strong product intuition and customer empathy - you enjoy understanding customer goals and helping them succeed.
• A data-driven approach to Customer Success. You are comfortable using product usage data, customer health signals, and CRM insights to prioritize your work.
• Excellent written and verbal communication skills across technical and non-technical audiences.
• High ownership and comfort operating with ambiguity. You proactively identify problems and drive them to resolution.
• A builder mindset. You enjoy creating playbooks, improving processes, and designing systems that scale beyond your own portfolio.
• Commercial awareness and an understanding of how adoption drives retention and expansion.
• Comfortable using AI tools to automate repetitive work and spend more time solving customer problems.

Nice to have

• Experience with developer tools, APIs, AI products, infrastructure software, or technical SaaS platforms.
• Experience supporting technical buyers such as engineers or product teams.
• Experience building customer education programs, lifecycle campaigns, or self-service onboarding experiences.

Even if you do not meet every qualification above, we would still encourage you to apply. We care much more about your ability to learn, build, and create exceptional customer experiences than checking every box.

Practical notes

Note: Cartesia participates in E-Verify and will provide the federal government with Form I-9 information to confirm employment eligibility after hire.

More details

🏢 In-office policy: We're an in-person team based out of offices in 🇺🇸 San Francisco, 🇬🇧 London and 🇮🇳 Bangalore. We love being in the office, hanging out together, and learning from each other every day.

🌎 Visa sponsorship: We provide visa sponsorship support and assess each circumstance on a case-by-case basis.