Scale Client Partner - Scaled Accounts

We are seeking a highly organized, execution-focused Scale Client Partner to manage a large high volume portfolio of customers, with a focus on retention, renewals, and delivering consistent customer value. Working alongside a Technical Success Manager, this role oversees the post-sale life cycle of customer relationships, ensuring customers adopt our solutions, realize measurable value, and successfully renew their contracts.

Unlike traditional enterprise account management roles, this position focuses on managing a high volume of accounts efficiently, rather than building deep relationships with a smaller number of customers. Success requires strong prioritization, structured processes, accurate forecasting, and the ability to proactively identify risks and renewal opportunities across a diverse customer portfolio. This is a remote position, with a preference for candidates located in the Eastern or Central US time zones.

Key Responsibilities

• Own a portfolio of up to ~100 accounts across SMB and mid-market segments
• Prioritize engagement based on renewal timing, risk signals, and growth potential
• Manage by exception using dashboards, health scores, and triggers rather than high-touch engagement
• Own end-to-end renewal management, including timeline creation, stakeholder alignment, and deal execution
• Maintain accurate, data-driven renewal forecasts with clear visibility into risk, upside, and expected outcomes
• Proactively identify at-risk accounts and drive mitigation plans to ensure predictable renewal outcomes
• Partner with Sales on pricing, packaging, and lightweight expansion opportunities where applicable
• Execute standardized, scalable engagement models (e.g., program reviews, scaled QBRs) to ensure value realization
• Communicate clear, repeatable value narratives tied to customer outcomes and usage
• Identify and progress expansion opportunities based on usage signals and customer needs
• Maintain disciplined use of systems such as Gainsight and Salesforce as the source of truth
• Execute against defined playbooks for renewals, risk management, and customer engagement
• Ensure high-quality data hygiene, documentation, and visibility across all accounts
• Partner with Technical Success Managers, Sales, Support, and Product to drive aligned customer outcomes
• Act as the central point of coordination for renewal and risk-related activities
• Escalate product or delivery gaps impacting retention in a structured and timely manner

Experience

• 5–8+ years of experience in customer success, account management, or renewal management within software and/or hardware environments
• Proven track record managing high-volume portfolios with strong retention outcomes
• Experience in renewal ownership and forecasting, with a focus on predictability and risk mitigation
• Background in industrial manufacturing, digital transformation, or process optimization
• Ability to manage many accounts simultaneously by focusing effort where it drives the most impact
• Strong process orientation with comfort executing within structured, repeatable frameworks
• Ability to interpret customer health, usage, and risk signals to drive action
• Understanding of industrial environments and ability to connect technical solutions to business outcomes
• Clear, concise communicator with the ability to deliver value messaging efficiently across a broad customer base

We offer several perks that include flexible PTO, medical/dental/vision insurance, 401(k) match, stock options, paid parental leave, and WFH and phone stipend.

The pay range for this position in Colorado, California, and  New York City is $120,000 - $155,000 OTE (80/20 split). This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. The pay offered may vary depending on several factors including, but not limited to, relevant education, qualifications, certifications, and experience.