What You’ll Do:

• Oversee a team of up to 2 Scale CSM resources responsible for delivering the Scaled Success Program
• Develop and execute a proactive engagement strategy to drive adoption, retention, and expansion within the customer base.
• Define and establish scaled success programs that facilitate one-to-many adoption motions for ongoing enablement and engagement, and support your team in driving adoption to those programs
• Own and engage in coordinated risk management activities with your Scale CSM team to prevent churn
• Collaborate cross-functionally with Customer Success Operations to identify and establish the right tooling and process automation to deliver an effective Scaled CS motion
• Partner with with Sales, Product, Onboarding, and Support teams to ensure a seamless customer experience
• Provide onboarding assistance, training, and best practice guidance to empower customers to maximize the value of our platform.
• Check in with customers periodically to re-evaluate GTM goals and progress toward completing them
• Monitor customer health metrics and proactively address any issues or concerns to drive customer satisfaction and retention
• Report on customer health metrics, overall program adoption and engagement rates, and the success of the program
• Gather customer feedback and insights to inform product roadmap decisions and enhancements
• Stay current on industry trends, best practices, and competitive landscape to effectively advise customers on GTM strategies

You Should Have:

• 5+ years of experience in customer success, account management, or a related customer-facing role, preferably in the SaaS or cloud industry, of which a minimum 3 years were performed in a leadership or team lead capacity
• Experience delivering scaled customer success programs with support from limited Customer Success resources
• Substantial understanding of risk management techniques, including the development of playbooks to proactively and effectively mitigate identified areas of churn
• Proven track record of managing a portfolio of customers and driving successful outcomes
• Strong understanding of cloud technologies, GTM strategies, and digital marketing concepts
• Excellent communication, presentation, and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Analytical mindset with the ability to interpret data and derive actionable insights
• Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Intercom, Churnzero, Catalyst) is a plus