Senior Customer Success Manager - Scaled

Responsibilities

• Customer Journey
• Design & Automation
• Develop, implement, and continuously refine scalable customer success programs that guide customers through onboarding, adoption, and renewal.
• Identify opportunities to automate key customer touch points using tools like lifecycle email campaigns, in-app guidance, and resource libraries.
• Partner with internal teams to instrument the customer journey with metrics, triggers, and workflows that drive proactive engagement at scale.
• Customer Engagement & Enablement
• Build and manage a one-to-many engagement strategy using webinars, office hours, community programs, and knowledge base resources.
• Create and curate digital content—such as onboarding guides, best-practice documentation, and product tutorials—to empower customer self-sufficiency.
• Use customer health data and behavioral signals to segment customers and deliver personalized yet automated outreach.
• Cross-Functional Collaboration

Languages