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, including Cost structure reduction.
• Define and reinforce outcome-oriented success metrics (not just usage metrics).
• Re-anchor customers on value when conversations drift into features or tooling.

Proactively Manage Risk:

• Monitor account health signals, telemetry, and adoption patterns.
• Use data analysis to identify leading indicators of churn or stagnation.
• Ensure renewal readiness is established well in advance of contract expiration.