Customer Success Manager - Scaled
--Talent Fusion 360°--
💻 Fully Remote
📅 Monday to Friday
🕐 12:00 PM – 8:00 PM CEST
We are seeking a Scaled Customer Success Manager to support a growing portfolio of SMB and Mid-Market customers through a high-volume, one-to-many engagement model.
Rather than managing a small number of named accounts through traditional 1:1 high-touch engagement, you’ll work across a large customer portfolio to drive conversion, retention, adoption, and growth efficiently at scale.
The ideal candidate is highly data-driven, organized, and passionate about finding new ways to make Customer Success more scalable through technology, repeatable processes, and tech-touch engagement. You’ll play a key role in our client’s growing Customer Success organization, helping customers realize the full value of their platforms while identifying opportunities to grow the customer relationship.
Why this role matters?
As our client continues to grow, scalable Customer Success is essential to delivering a consistent, high-quality customer experience across a large customer base.
In this role, you’ll combine customer engagement, data analysis, renewal and expansion strategy, and scalable CS initiatives to proactively support customers and create opportunities for long-term growth.
What You’ll Do
Customer Lifecycle & Engagement
- Serve as a point of contact for existing customers, executing scalable customer success motions that ensure successful customer journeys.
- Manage a high-volume portfolio of SMB and Mid-Market customers using efficient, repeatable engagement strategies.
- Own the renewal and expansion strategy for your accounts, identifying opportunities to drive additional revenue and grow Backlight’s footprint.
- Proactively monitor customer health, product usage, and engagement to identify risks and opportunities.
- Translate customer and usage data into actionable insights that help preempt issues and accelerate adoption.
Product Expertise & Customer Advisory
- Become a trusted expert on our client’s platforms, helping customers optimize their use of the solutions.
- Guide customers toward best practices and identify new ways the platforms can support their business objectives.
- Advise customers on relevant industry trends and best practices, helping them navigate market changes and strengthen their competitive position.
- Identify opportunities to introduce customers to additional capabilities and solutions that can increase the value they receive from the platforms.
Scaled Programs & Optimization
- Play a key role in shaping and executing scalable Customer Success initiatives.
- Identify opportunities to make customer engagement, workflows, and processes more efficient and repeatable.
- Use data, customer behavior, and portfolio trends to continuously improve the scaled customer experience.
- Develop and refine approaches that enable effective tech-touch engagement across a large customer base.
- Contribute ideas and initiatives that improve the scalability and effectiveness of the wider Customer Success function.
Cross-Functional Collaboration
- Champion customer needs internally and drive alignment across Product, Engineering, and Sales.
- Ensure customer feedback and insights help inform product development, services, and growth initiatives.
- Collaborate closely with Sales to identify and develop expansion opportunities within the existing customer base.
- Maintain accurate customer data, forecasting, and account information within Salesforce and relevant Customer Success platforms.
What Success Looks Like
Success in this role will be measured by your ability to efficiently manage a high-volume customer portfolio while delivering strong customer outcomes and commercial results.
Key areas of focus include:
- Customer adoption and engagement
- Customer satisfaction and retention
- Renewal performance
- Expansion and revenue growth within the existing customer base
- Customer health and proactive risk management
- Scalability and repeatability of Customer Success workflows
- Effective use of customer data and usage insights
- Accurate forecasting and CRM data hygiene
Required Experience
- 3+ years of experience in Customer Success, Program Management, Support, CS Operations, or a related SaaS role in a scaled environment managing 100+ accounts.
- Experience working with SMB customers or high-volume customer portfolios.
- A proven track record of driving customer adoption, satisfaction, and growth.
- Experience with renewal workflows, revenue, and expansion opportunities.
Must Have
- Excellent written and verbal communication skills in English.
- Strong analytical skills and confidence working with customer usage data, dashboards, and health indicators.
- Strong organizational skills and the ability to context-switch effectively across multiple workflows and customer needs.
- Familiarity with Salesforce and Customer Success platforms, including maintaining accurate data and forecasting.
- A programmatic mindset: you naturally look for ways to make processes more scalable, automated, repeatable, and efficient.
Nice to have
- Experience creating scalable customer workflows, content, or enablement programs.
- Experience with automation or tech-touch Customer Success.
- Experience in content, workflow, or asset lifecycle management.
- A high-level understanding of video formats, ingest, delivery, and distribution.
About the Company
Our client is a global SaaS organization with approximately 230 employees, specializing in cloud-based software that enables companies to create, manage, and publish video content more efficiently. Their platforms support media organizations, brands, and creative teams that work extensively with video and digital assets.
Their suite of solutions helps teams stay organized, collaborate seamlessly, and accelerate the process from initial concept to final content delivery. These offerings include:
Cloud-based media management and collaboration tools for organizing, storing, and accessing large volumes of digital content.
Creative project management platforms tailored to workflows in visual effects, animation, and post-production.
Real-time video clipping and publishing solutions for fast content creation from live or digital sources.
Video distribution and monetization software that enables businesses to manage, publish, and deliver video across websites, applications, and streaming environments.
Together, these products streamline complex media workflows, allowing customers to focus on producing high-impact content at scale.
Our client operates with a fully distributed team across North America, South America, Europe, Asia, and Australia, along with several office locations in select regions.
Compensation Package
Our client offers a flexible, fully remote work environment built on trust, autonomy, and meaningful growth. Team members enjoy opportunities to develop professionally, collaborate with global experts, and contribute to high-impact products, supported by competitive benefits, including private health coverage.
Benefits
Growth
Room to grow professionally and develop leadership skills within a fast-scaling tech company.
Global Collaboration
Work with international, cross-functional teams on a high-demand, industry-leading product.
Health Coverage
Competitive private health insurance policy.