jobapplier

Founding Scaled Customer Success Manager

Outset

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

Requirements

  • Excellent written and verbal communication

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

Qualifications

  • 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
  • Series A/B/C or fast-paced SaaS experience, with a proactive, ownership-driven approach to ambiguity