Scaled Customer Success Manager

Own Time-to-First-Value at Scale:

• Create digital-first onboarding motions for new Mid-Market customers at scale.
• Develop standardized onboarding playbooks with clearly defined success criteria.
• Ensure customers reach initial value within the first 30 days.

Drive Outcome-Based Engagement:

• Anchor customer conversations around business impact.
• Define and reinforce outcome-oriented success metrics (not just usage metrics).
• Re-anchor customers on value when conversations drift into features or tooling.

Execute Programmatic Success Motions:

• Manage a pooled book of business using tech-touch and structured outreach campaigns.
• Design, launch, and iterate on proactive success plays across lifecycle stages.
• Identify signals for churn risk, expansion opportunity, or escalation into higher-touch segments.