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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.

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

Why This Role Matters

This role enables us to scale Customer Success without scaling cost, ensuring that hundreds of SMB customers receive proactive guidance, product value, and frictionless renewals — while reserving high-touch resources for strategic accounts.

 ✔ 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).

✔ Skills & Qualities

• Strong communicator 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.

To APPLY, please submit your CV through our website form: https://www.talentfusion360.com/jobs/scaled-customer-success-manager-4