Customer Success Manager, Scaled Programs

The Customer Success Manager, Scaled Programs is part of our Growth & GTM Strategy organization, specifically within the Scaled Success Global team. This role is responsible for independently managing a portfolio of 80-150 customer accounts under $60K ACV, delivering proactive, digital-first customer success that drives retention and customer value.

As an experienced Scaled CSM, you will own the full customer lifecycle - from onboarding through adoption, risk management, and renewal execution. You'll design and execute scalable engagement strategies (digital campaigns, webinars, automation) combined with strategic human touchpoints to ensure customers achieve their goals efficiently. You'll work with greater autonomy to solve complex customer situations and contribute to program improvement.

• Drive customer retention and value realization across an assigned portfolio of 80-150 accounts by independently managing the full customer lifecycle from onboarding through renewal, using digital-first engagement and strategic human touchpoints with minimal guidance.

• Execute complex renewal transactions for your book of business, including multi-product negotiations, pricing discussions, handling objections, and renewal closing, while proactively identifying and positioning expansion opportunities.

• Design and deliver proactive, signal-based engagement by monitoring customer health metrics, usage patterns, and risk indicators, then creating and executing targeted campaigns, webinars, and 1:1 interventions based on customer needs with creative problem-solving.

• Partner cross-functionally and mentor peers by collaborating with onboarding teams, product specialists, sales, and support to resolve complex customer situations, while also sharing best practices with less experienced team members.

• Drive program improvement by identifying gaps in playbooks and digital resources, testing new engagement approaches, and providing strategic recommendations to leadership on how to improve Scaled CS effectiveness for the segment.

• Proven customer success or account management experience managing portfolios of accounts independently (preferably in a scaled, digital-first, or SMB environment)

• Strong communication and influence skills with the ability to engage customers and internal stakeholders effectively across multiple channels (email, video, webinars, phone)

• Advanced proficiency with technology and systems including CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement/automation tools

• Strong analytical and problem-solving skills to interpret customer data, identify patterns, devise solutions based on limited information, and adapt existing approaches to resolve issues creatively

• Self-directed and proactive with the ability to work independently, prioritize effectively, and make sound judgment calls within established guidelines

• Experience with SaaS products or digital analytics tools (Heap, Contentsquare, Hotjar, or similar platforms), with the ability to guide customers on product adoption and value realization

• Experience executing renewals or working in a renewals/sales capacity

• Track record of creating and executing digital customer engagement campaigns

• Multilingual capabilities (Spanish)

• Experience mentoring or training team members in a CS environment

• Deep knowledge of digital experience analytics or product analytics platforms