Customer Success Manager, Scaled Programs

About the role:   The Customer Success Manager, Scaled Programs is part of our Growth & GTM Strategy organization, within the Scaled Success Global team. In this role, you will independently manage a portfolio of 80-120 customer accounts delivering proactive, digital-first customer success that drives retention and customer value.You will own the full customer lifecycle, from onboarding through adoption, risk management, and renewal execution. Combining scalable engagement strategies (digital campaigns, webinars, automation) with strategic human touchpoints, you will help customers achieve their goals efficiently. You will operate with strong autonomy, tackle complex customer situations, and actively contribute to program improvement.
What you'll do:

• Own the full customer lifecycle for a portfolio of 80-120 accounts, driving retention and value realization through digital-first engagement and strategic touchpoints, with minimal guidance
• Execute complex renewal transactions including multi-product negotiations, pricing discussions, objection handling, and renewal closing, while proactively identifying expansion opportunities
• Design and deliver proactive, signal-based engagement by monitoring customer health metrics, usage patterns, and risk indicators, and executing targeted campaigns, webinars, and 1:1 interventions
• Collaborate cross-functionally with onboarding, product, sales, and support teams to resolve complex customer situations, and mentor less experienced team members by sharing best practices
• Contribute to program improvement by identifying playbook gaps, testing new engagement approaches, and providing strategic recommendations to leadership on Scaled CS effectiveness

What you'll need to succeed:

• Proven customer success or account management experience managing portfolios of accounts independently, preferably in a scaled, digital-first, or SMB environment
• Multilingual capabilities are essential (French, Spanish, German, or other European languages)
• Strong communication and influencing skills to engage customers and internal stakeholders across multiple channels (email, video, webinars, phone)
• Advanced proficiency with CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement and automation tools
• Strong analytical and problem-solving skills to interpret customer data, identify patterns, and adapt approaches creatively with limited information
• Self-directed and proactive, with the ability to prioritize effectively and make sound judgment calls within established guidelines
• Experience with SaaS products or digital analytics tools (Contentsquare, Heap, Hotjar, or similar), with the ability to guide customers on product adoption and value realization

Nice to have:

• Experience executing renewals or working in a renewals or sales capacity
• Track record of creating and executing digital customer engagement campaigns
• Experience mentoring or training team members in a CS environment
• Deep knowledge of digital experience analytics or product analytics platforms