Outset Founding Scaled Customer Success Manager at Outset managing adoption, retention, and growth across 100–200+ accounts. Build systems and processes to enable scalable customer success operations.
Responsibilities
Own adoption, retention, and expansion outcomes across a portfolio of 100–200+ Scaled accounts, from onboarding through renewal
Keep usage and adoption high in a deliberately lower-touch model — leverage programs, automation, and self-service before reaching for a calendar invite
Monitor account health and usage signals to catch risk and expansion opportunities early, and prioritize where your direct time actually changes the outcome
Run renewals across a mixed model of actively managed and auto-renewing accounts, partnering with our broader CS team on commercial approach
Build and run one-to-many programs: onboarding cohorts, office hours, webinars, in-product guidance, documentation, and templated success plans
Develop our account health tracking methodology from the ground up — what signals matter, how they're weighted, how they trigger action, and how we know the scoring is predictive
Partner cross-functionally with RevOps, Marketing, and Engineering to build the infrastructure behind scaled CS: usage instrumentation, alerting, lifecycle triggers, and automated follow-up
Design the operational cadence for this segment: what regular communication looks like, how issues route to and from Product Support, and what escalation looks like. (Product Support owns ticket resolution. You own the process around it).
Build reporting in Hex and with other AI tools that gives the business real visibility into Scaled segment health, adoption, and retention
Translate portfolio-wide patterns into prioritized input for Product
Qualification
3–7 years in customer successBackground in customer marketing
Required
3–7 years in customer success, account management, CS operations, sales, or lifecycle/growth, including a high-volume portfolio
Experience building scaled or digital CS programs from scratch, or working as one of the first hires in a scaled CS role
Technically fluent and self-sufficient with data: product analytics and usage, pulling data with AI tools, and building tooling with AI
Hands-on with a modern GTM and support stack. Ours is Pylon, Hex, HubSpot, Salesforce, and Claude; we lean heavily on AI day to day and expect you to as well
Excellent written and verbal communication
Series A/B/C or fast-paced SaaS experience, with a proactive, ownership-driven approach to ambiguity
Preferred
Experience defining or re-segmenting a customer base, or standing up a support model for a new segment
Background in customer marketing, growth, or RevOps
Familiarity with research operations or market research
