Scaled Customer Success Manager
--Talent Fusion 360--
We are seeking a Scaled Customer Success Manager (SMB) to support a growing portfolio of SMB customers through a tech-touch and one-to-many engagement model. Instead of managing a small number of named accounts, you’ll work across a shared pool of customers, leveraging automation, customer journeys, product adoption insights, and strategic touchpoints to drive retention, adoption, and growth efficiently at scale.
This role is ideal for someone who enjoys designing repeatable programs, building automation, analyzing patterns across accounts, and engaging customers through webinars, office hours, and digital channels — rather than 1:1 high-touch relationships.
Why this role matters?
What You’ll Do
Customer Lifecycle & Engagement
Own the SMB segment experience through scalable programs rather than 1:1 account management.
Monitor customer health trends and proactively intervene based on automated alerts or lifecycle triggers.
Manage a shared pool of accounts, contributing to consistent customer experience through shared inboxes, digital programs, and playbooks.
Deliver one-to-many engagements such as onboarding webinars, Q&A office hours, and adoption workshops.
Respond to customer inquiries from a shared queue and take temporary ownership when deeper follow-up is needed.
Adoption, Education & Enablement
Create and maintain scalable CS content including guides, playbooks, help articles, training videos, and email campaigns.
Partner with Product, Marketing, and Support to ensure customers are educated on best practices and new releases.
Use in-app guidance platforms (e.g., Pendo, Appcues) to optimize onboarding and drive product adoption.
Data & Optimization
Analyze customer usage patterns to identify risks, trends, and expansion opportunities.
Iterate on automated lifecycle emails, journeys, and product triggers to improve activation and retention outcomes.
Track KPIs such as NPS response rates, activation milestones, and feature adoption conversion.
Renewals & Risk Management
Support automated renewal cycles, ensuring renewal readiness, documentation, and customer lifecycle alignment.
Manage at-risk customers through structured playbooks, intervening only when usage or sentiment signals require human involvement.
Partner with Sales/Growth teams on expansion opportunities triggered through usage or customer maturity.
Success Metrics
SMB Gross Retention Rate (GRR)
Adoption and activation rates across lifecycle journey
Reduction in cost to serve
% of renewals completed without manual involvement
Usage of scalable programs (webinars, content engagement, etc.)
Engagement with automated journeys and in-app enablement
Required Experience
- 2–5 years in Customer Success, Program Management, Support, Community, CS Ops, or related SaaS role.
- Experience working with SMB customers or high-volume customer engagement.
- Comfortable owning digital channels: webinars, email journeys, in-app messaging, templates, and documentation.
- Proficient with CRM and CS automation tools (e.g., Salesforce, Gainsight, Totango, Planhat, HubSpot).
Must Have
- Strong communication skills, combined with excellent writing and presentation skills.
- Analytical mindset — able to interpret customer signals, data trends, and usage metrics.
- Programmatic thinker: sees patterns, not isolated accounts.
- Organised, efficient, and comfortable context-switching across multiple parallel workflows.
- Thrives in automation, digital execution, and process-driven environments.
Nice to have
- Experience with product-led growth (PLG) or CS automation.
- Knowledge of segmentation models, lifecycle management, or renewal workflows.
- Background in support, enablement, or documentation.
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.