Scaled Customer Success Manager

Role Overview

The Scaled Customer Success Manager will build a proactive motion to scale customer success across a long tail of ~100 customers, using health data to unlock insight into human health and disease. The role requires a high-agency individual who can think in systems, not just accounts, and genuinely enjoys learning how technical products work.

What You Will Do

The Scaled Customer Success Manager will own the Tier 4 segment, build proactive motions that scale, and design and run the queue to define signals and processes that put an account into a play. They will also partner with the CS Leader on content and channels, and with Support on recurring ticket themes.

Why It Might Be a Fit

The role requires a high-agency individual with 2+ years of customer success experience, specifically in a scaled, pooled, or digital CS model. The ideal candidate will have a background in early-stage companies, be able to think in segments, triggers, and plays, and have a commercial instinct to spot expansion or renewal-risk signals.

Requirements

• 2+ years of customer success experience, specifically in a scaled, pooled, or digital CS model
• Early-stage background in companies from Seed to Series C
• High-agency individual who can spot problems and act
• Programmatic thinking to design and build systems
• Commercial instinct to spot expansion or renewal-risk signals
• Clear writing to explain technical features to developers and ops leaders
• Adaptability to read the room quickly and flex approach
• Technical curiosity to learn how technical products work

Benefits

• Salary: $110,000 – $140,000 + bonus + early-stage equity
• Fully remote work arrangement
• Flexible working hours
• Coworking budget
• 36 days paid time off (including bank holidays)
• Premium healthcare coverage
• 4% monthly contribution to pension/401k
• Yearly blood test on us
• Enhanced parental, foster, and adoption leave