Scaled Customer Success Manager

Role Overview

This role keeps the white-glove experience for contractors by running programs that reach all of them and working the accounts that need a human. You will own retention for our mid-market and SMB customers.

What You Will Do

Own gross revenue retention and renewal rate for your book, run the renewal calendar, work a health score daily, build and run enablement, generate conversion leads, and bring churn reasons and adoption blockers back to Product.

Why It Might Be a Fit

You will need 3+ years in customer success, renewals or account management at a B2B SaaS company, carrying a retention number, and experience with a book measured in hundreds of accounts.

Requirements

• 3+ years in customer success, renewals or account management at a B2B SaaS company
• Experience with a book measured in hundreds of accounts
• Fluency in a CS or marketing automation tool such as Intercom, HubSpot or Customer.io
• Experience with AI daily
• Ability to run a renewal conversation with an owner who is ready to cancel
• Basic SQL, or the appetite to pick it up

Benefits

• Aetna medical, dental, and vision coverage
• Flexible Spending Accounts (FSA)
• Teladoc virtual care
• One Medical membership
• Kindbody family-building support
• Employee Assistance Program
• 401(k) retirement plan through Empower
• Pre-tax commuter benefits