Manager, Scaled Customer Success

About the role

You will oversee a team of Customer Success Managers who are tasked with managing a diverse portfolio of emerging and mid-market accounts. Your primary focus will be on crafting and executing data-driven strategies that enhance product usage, elevate customer satisfaction, and drive revenue growth. This position demands a proactive mindset to develop and enhance customer success initiatives that resonate with our clients. You will analyze complex interactions to ensure our engagement models remain effective and scalable. The role requires a strategic partnership with internal departments to align customer objectives with company goals. You will be responsible for translating high-level business goals into actionable plans for your team. This position is critical for bridging the gap between product innovation and customer implementation. Your work will directly influence the long-term value extracted by our client base.

Key facts

What you'll do

• Orchestrate the operational workflow for a team of six or more Scaled Customer Success Managers distributed across the U.S. and U.K.
• Architect and deploy strategic digital customer success frameworks designed to boost engagement, product adoption, and retention for emerging and mid-market accounts.
• Liaise with Product, Revenue Operations, and Customer Enablement teams to ideate, test, and refine automated solutions that enhance customer engagement.
• Instill a data-centric philosophy within your team, leveraging actionable insights to iteratively enhance customer success programs.
• Coach your team in managing renewal and expansion conversations, ensuring they approach these financial discussions with confidence and clarity.
• Monitor and report on essential retention metrics, renewal forecasts, and customer health for a portfolio that exceeds $22 million in Annual Recurring Revenue (ARR).
• Act as the internal advocate for the scaled customer segment, influencing decisions related to tools, processes, and product enhancements.
• Scrutinize customer feedback and data to identify macro trends and micro areas for improvement, ensuring a proactive approach to customer success.
• Author the development of training materials and resources that empower your team to deliver exceptional service and support to customers.
• Broker strong relationships with key stakeholders across the organization to ensure alignment on customer success goals and outcomes.
• Conduct ongoing surveillance of industry trends and competitor activities to inform strategic planning and customer engagement tactics.
• Initiate and drive initiatives that enhance customer satisfaction and loyalty, contributing to long-term business success and retention.
• Establish clear communication channels between the technical product team and the client base to ensure feedback loops are efficient.
• Evaluate the performance of automated workflows and adjust parameters to optimize customer health scores.
• Provide executive-level reporting on the efficacy of customer success initiatives to senior leadership.

Requirements

• Hold a minimum of five years of experience in Customer Success or Account Management within a Software as a Service (SaaS) environment.
• Accumulate at least two years in a leadership or team management capacity.
• Demonstrate a proven track record of successfully leading scaled or digital customer success initiatives targeting SMB, emerging, or mid-market segments.
• Possess hands-on experience with Customer Success Platforms is essential for performing core job functions.
• Exhibit familiarity with AI and automation tools, along with a keen interest in leveraging these technologies for customer engagement.
• Show technical aptitude, including the ability to create basic programs and automations, define project requirements, and collaborate with cross-functional teams for swift solution implementation.
• Apply strong business acumen to guide your team through renewal and expansion negotiations effectively without hesitation.
• Maintain a natural inclination towards experimentation, utilizing data to drive informed decision-making on a daily basis.
• Utilize exceptional communication and influencing skills to enable effective collaboration across various internal departments and stakeholders.
• Thrive in dynamic, fast-paced environments characterized by rapid growth and evolving strategies while maintaining attention to detail.
• Navigate multiple priorities simultaneously while maintaining a high standard of accuracy in documentation and reporting.
• Build resilience to manage the psychological demands of overseeing high-value enterprise accounts and their associated metrics.

Nice to have

• Practical experience with Planhat is a plus for managing complex customer ecosystems.
• Familiarity with additional Customer Success tools such as Gainsight, Vitally, ChurnZero, and other AI and automation solutions.
• Previous experience in a startup environment, particularly in a Series E company, understanding the nuances of scaling operations.

Skills & tools

• Proficiency in Planhat (preferred)
• Experience with Gainsight
• Familiarity with Vitally
• Knowledge of ChurnZero
• Understanding of AI and automation tools to leverage technology for efficiency.

Practical notes

• This position comes with stock options in a Series E startup, providing an opportunity to share in the company's growth and future valuation.
• Benefits include 16 weeks of paid parental leave for primary caregivers and five weeks for secondary caregivers, along with 25 days of annual leave in addition to public holidays.
• A cycle-to-work scheme is available for employees in London to support healthy commuting.
• Comprehensive Private Medical Insurance (UK) is offered, which includes mental health support, dental, vision, cashback, and gym discounts to support overall well-being.
• A generous referral program and pension contributions are part of the benefits package to ensure long-term financial security.
• Support for setting up a home office is provided to ensure a comfortable and productive work environment conducive to sustained productivity.
• This role offers significant opportunities for career advancement in a product that is defining the market landscape and disrupting traditional customer success models.