Scale Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Scale Customer Success Manager based in United States.

This role is focused on driving customer adoption, retention, and expansion across a portfolio of accounts at scale. You’ll guide customers from onboarding through long-term success, ensuring their goals and desired outcomes remain central to the relationship. The position combines customer success, account management, and operational expertise in a digital-first environment. You’ll use scaled engagement programs, data, and customer health insights to prioritize high-value activities and reduce churn. You’ll also identify opportunities for upsell, cross-sell, user growth, and broader platform adoption. Working closely with internal teams, you’ll help improve customer success processes and accelerate time to first value. This is an opportunity to make a measurable impact on customer outcomes while contributing to a fast-growing global software organization.

Accountabilities: Manage a portfolio of new and existing customers, using digital and scaled engagement programs to drive adoption, retention, and expansion.

Lead customer transitions from sales through onboarding and ongoing success, ensuring objectives, requirements, workflows, stakeholders, and success plans are clearly understood.

Identify and engage key stakeholders across customer organizations, developing champions and decision-makers who can support successful product adoption.

Coach customer champions to become product experts and facilitate remote train-the-trainer sessions, with occasional on-site training where required.

Proactively manage account health, prioritizing high-touch and low-touch activities based on customer value, lifecycle stage, and health indicators.

Deliver scaled check-ins, business reviews, renewal support, and customer education around new features, releases, and product capabilities.

Identify accounts at risk of churn and develop targeted retention and adoption strategies to strengthen long-term customer relationships.

Collaborate with Support, Product, Customer Success, and other internal stakeholders to communicate customer feedback, resolve issues, and improve the overall customer experience.

Partner with the broader Customer Success organization to refine success strategies, reduce time to first value, and continuously improve scaled engagement processes.

Use customer success platforms, CRM systems, and other digital tools to improve operational efficiency and make data-driven decisions.

Identify upsell and cross-sell opportunities that increase recurring revenue through platform expansion, additional modules, and user growth.

Develop strong customer relationships and cultivate advocates who can share success stories and support broader customer engagement initiatives.

Contribute to an annual net revenue retention target of at least 110% as part of the performance and bonus framework.

Requirements

2+ years of experience in a remote scaled implementation, account management, or customer success role.

Demonstrated success driving customer upsell, account expansion, renewals, or other forms of client growth.

Strong operational capabilities, with experience using data and digital customer success programs to prioritize activities and manage account health.

Familiarity with customer success platforms such as Planhat or similar tools, as well as CRM and related systems.

Ability to create engaging customer-facing content, including videos, business reviews, articles, presentations, and other educational materials.

Strong understanding of customer adoption, retention, lifecycle management, and expansion strategies.

Knowledge of or familiarity with the legal industry is advantageous.

Excellent time-management and organizational skills, with the ability to manage multiple accounts and competing priorities effectively.

Strong negotiation, presentation, listening, and written and verbal communication skills.

Ability to build trusted relationships with multiple stakeholders and effectively engage champions, decision-makers, and internal teams.

Comfortable working independently in a remote environment while collaborating closely across functions.

A data-driven, proactive, and customer-focused mindset, with a strong sense of ownership and continuous-improvement orientation.

Benefits

Flexible working arrangements designed to support work-life balance.

Monthly wellness allowance that can be used for eligible wellbeing expenses such as fitness, massage, or childcare.

Health insurance.

Extended paid parental leave.

Additional paid day off for your birthday.

Share option opportunities, allowing eligible employees to participate in the company’s growth.

Home-office allowance for remote employees.

Annual bonus opportunity tied in part to customer growth and retention performance.

Opportunities for professional development and career progression within a growing global software environment.

Collaborative and inclusive culture that emphasizes continuous improvement, ownership, trust, and personal development.

Remote opportunity available in the United States.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1