First Scaled CSM

About the Role:

• This is a foundational role as our first Scaled CSM, building success infrastructure for hundreds of accounts.
• You design programs that work at volume — automated lifecycle journeys, retention playbooks, onboarding campaigns, and community-led engagement.
• You also carry a portfolio of at-risk accounts directly (30% of your time) to stay grounded in real customer challenges.

What Success Looks Like:

• In your first 6 months: multiple automated lifecycle programs are live, structured onboarding is running, an LMS is selected and live.
• By 12 months: time-to-value is down meaningfully, NDR is trending upward, and a documented playbook for scaled CS exists.
• The outcomes you move: NDR across the portfolio → adoption and activation → retention across the scaled segment.

What We're Looking For:

• A proven track record of building one-to-many programs from scratch with measurable outcomes.
• Hands-on retention and renewal ownership, plus experience with lifecycle tools like Intercom, HubSpot, and Zapier.
• Builder mindset — energized by creating something that does not exist yet, comfortable with ambiguity, and genuinely curious about customers.