Scaled Customer Success Manager

Required

• CS experience: 2+ years in customer success, specifically in a scaled, pooled, or digital CS model (or lifecycle/growth marketing for a technical product). You’ve covered 75+ accounts at once and built the system that made it work.
• Early-stage background: You’ve worked at a Seed through Series C company. Things were ambiguous, processes were still being built, and that energized you rather than frustrated you.
• High agency: You don’t wait to be told what needs doing; you spot problems and act. You have examples of things you went after in a previous role that nobody asked you to do.
• Programmatic thinking: You think in segments, triggers, and plays. When you see the same problem three times, you build something so you never solve it by hand again.
• Commercial instinct: You can spot an expansion or renewal-risk signal in an account you haven’t spoken to in months, and you know what to do with it – run the renewal yourself or hand it to Sales with everything they need.
• Clear writing: Much of your customer contact will be written – emails, guides, in-app messages. You can explain a technical feature to a developer and to a head of ops, briefly and clearly.
• Adaptability: You read the room quickly and flex your approach. A technical founder and a VP of operations need completely different conversations, and you know how to have both.
• Technical curiosity: You’ve worked with a technical product – APIs, developer tools, data platforms, or similar – and you actually enjoyed getting into how it works. You have a method for learning things you don’t understand yet.
• What this role isn’t
• You want a fully defined playbook from day one – there isn’t one for scaled CS here yet; you’ll write it
• You want a small book of deep 1:1 relationships – this role wins through programs and systems, with 1:1 time saved for where it counts
• You prefer reactive CS – most of the value in this role comes from going out and making things happen, not responding to inbound