Scaled Customer Success Manager

About the Role

We are seeking a dynamic and results-driven Scaled Customer Success Manager to join our team. In this role, you will play a crucial part in managing and triaging a book of business, specifically focusing on our Small and Medium-sized Business (SMB) customers. The primary goal is to ensure that customers are successfully adopting our product and experiencing a substantial return on investment.

This is a great opportunity to gain experience in a dynamic software startup environment.

What You'll Do

• Monitor and track customer product adoption in order to identify customers that require additional collaboration

• Engage 1:1 with customers as-needed at critical points in the customer journey to ensure adoption

• Host and facilitate 1:many training sessions and workshops to ensure customers have a comprehensive awareness of our product.

• Communicate the value delivered by our product, showcasing measurable benefits and return on investment.

• Share industry best practices and success tips with customers to optimize their experience and outcomes.

• Act as a trusted advisor by providing strategic guidance on leveraging our product for maximum impact.

• Identify trends for common customer challenges and actively suggest ways to address them

• Navigate through ambiguity as we continue to build and refine the scaled customer success segment

• Partner cross-functionally to turn customer successes into measurable retention improvement

Who You Are

• Proven experience in a customer success or account management role, particularly with SMB customers.

• Proficient communication and presentation skills, with the ability to articulate complex concepts clearly.

• Can confidently engage with customers and guide conversations on how to enhance the product.

• Ability to operate in a dynamic environment and adapt to changing priorities.

Must be willing to work a hybrid schedule from our SF office- 3 times a week

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.