Job Description Empower Customers at Scale. Drive Adoption. Build Success. We’re looking for a data-driven, digitally savvy Scale Customer Success Manager to help us support and grow our digital-first customer segment. This is a high-impact role focused on delivering adoption, retention, and expansion at scale—using automation, data insights, and timely human engagement. You’ll work cross-functionally with teams across Customer Success, Support, Sales, and Marketing to design and execute scalable customer success programs that deliver real value. If you’re passionate about making customers successful in a smart, data-informed, and tech-enabled way—this role is for you. What You’ll Be Doing Onboarding & Enablement Monitor and respond to automation-driven emails, in-app onboarding questions, and survey responses (NPS, CSAT). Host weekly office hours and ensure relevant attendance and engagement. Partner with Product Marketing to refine onboarding journeys and human-touch messaging. Develop and lead monthly enablement webinars tied to use cases and feature adoption. Analyze low-adoption accounts and design enablement playbooks to improve usage. Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption. Expansion & Growth Monitor product usage to identify high-potential upsell opportunities and coordinate with account owners. Surface expansion opportunities from product overages and usage patterns (e.g., upgrade plans from 250MB to 500MB). Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions. Adoption & Engagement Develop and lead monthly enablement webinars tied to use cases and feature adoption Analyse low-adoption accounts and design enablement playbooks to improve usage. Expansion & Growth Monitor product usage to identify high-potential upsell opportunities and coordinate with account owners. Surface expansion opportunities from product overages and usage patterns (e.g., upgrade plans from 250MB to 500MB). Partner with Product Marketing to create “value sell” content and campaigns that drive cross-sell and upsell motions. Create and iterate on scalable resources (e.g., videos, articles, email sequences) to accelerate adoption. Churn & Risk Mitigation Proactively identify and engage with at-risk customers via personalized outreach and playbooks. Flag and manage subscriptions not on auto-renew, engaging at least 60 days before renewal. Update customer health scores manually when risk indicators are present outside of automated tracking. Customer Support Partnership Serve as a liaison for support-requested quotes, enablement, and training. Manage support escalations related to pricing objections, feature gaps, or technical challenges. Track and resolve at-risk situations flagged by Support, ensuring alignment with renewal and success strategies.
