Customer Success Manager – Scaled

Great Question

. Design and execute scaled customer success initiatives that drive onboarding efficiency, adoption and growth .

Posted 9/15/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing and executing scaled customer success initiatives, managing diverse customer portfolios, and fostering long-lasting partnerships. Proficient in collaborating across teams to enhance customer engagement and drive product improvements.

Highest-signal resume keywords

Customer Success ManagementScaled Customer EngagementSaaS ExperienceRelationship ManagementRemote Work Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Onboarding EfficiencyCustomer Lifecycle ManagementTechnical SimplificationUX ResearchProgram Implementation

Soft Skills

CollaborationPrioritizationCommunication

Tools & Technologies

AI Tools

Industry Keywords

Customer EnablementAccount ManagementMid-Market CustomersCustomer PartnershipsScalable Programs

About the role

Key responsibilities & impact

Design and execute scaled customer success initiatives that drive onboarding efficiency, adoption and growth
Balance 1:many customer programs with strategic customer engagements
Build webinars, office hours, and other scalable 1:many programs
Manage a large portfolio of scaled and mid-market customers through the full customer lifecycle, including onboarding, check-ins and supporting expansion opportunities
Identify product improvements that serve customers’ needs and meet industry trends
Collaborate with management, product, marketing and sales on scaled enablement, including emails and in-app engagement
Foster long-lasting customer partnerships and build infrastructure for a scaled customer engagement program

Requirements

What you’ll need

5+ years in a customer-facing role at a SaaS company (e.g. customer success, customer enablement, account management)
8-10 years professional experience
Proven experience implementing scaled customer success initiatives
Ability to prioritize where human touch is needed versus where tech-touch or self-service programs can be more impactful
Ability to simplify technical subjects into digestible, value-driven actions
Experience maintaining valuable and outcome-based relationships with a diverse customer account portfolio
Proven ability to excel in a remote work setting
Experience working in UX research, design or related fields a plus
Ability to work in North American time zones
Required completion of the application question about current use of AI tools

Benefits

Comp & perks

Annual team retreats and virtual events
Remote-first culture with high trust and high autonomy
Opportunity to work on cutting-edge AI integrations that matter
Competitive compensation & equity
Generous PTO, health benefits, and learning stipend