Manager, Scaled Customer Success - New York

📋 Description

• Lead and develop a team of 6+ Scaled CSMs in US & UK
• Own digital CS programs to drive engagement, adoption and retention
• Partner with Product, RevOps, Enablement to design automated/tech-touch solutions
• Champion data-driven, hypothesis-testing culture to evolve programs
• Support renewals and expansions with commercial confidence
• Manage and report retention metrics for $22M+ ARR

🎯 Requirements

• 5+ years in SaaS Customer Success or Account Management, with 2+ years in leadership
• Proven track record leading scaled/digital CS across emerging, mid-market, and Enterprise
• Hands-on with CS platforms – Planhat preferred; Gainsight, Vitally, or ChurnZero
• Familiarity with AI and automation tools to improve engagement at scale
• Technically curious; able to build basic automations and manage cross-functional stakeholders
• Commercially sharp; renewals and expansions with confidence and empathy

🎁 Benefits

• Hybrid working environment for NY based employees
• 100% Medical, Dental & Vision
• 401k Plan + company match
• Paid parental leave
• 25 days of annual leave + Public holidays + paid sick leave
• Fun culture with regular socials