Customer Success Manager (Scaled Accounts)

About the role

As our Customer Success Manager for Scaled Accounts, you'll own a broad portfolio of approximately 45-50 customers, with direct responsibility for their adoption, value realisation, retention, renewal and growth.

This is not a traditional high-touch CSM role built around recurring meetings with every customer. You'll use customer health, product usage, engagement and commercial data to determine where your attention can have the greatest impact. You'll combine automated and one-to-many engagement with targeted 1:1 support when there is a clear risk, renewal, adoption need or growth opportunity.

You'll still fully own the customer relationship and its commercial outcomes. The difference lies in how you deliver Customer Success: intelligently, proactively and at scale.

You'll also help us shape what scaled Customer Success should look like at Bambuser. Working with the wider CS team, you'll develop smarter programmes, triggers, workflows and ways of working that allow us to reach more customers while maintaining a relevant and valuable experience.

If you're excited by the combination of customer relationships, commercial ownership, data and building better ways of working, this is a rare opportunity to make your mark.
About the team

You'll join Bambuser's global Customer Success team and report to our Vice President of Customer Success.

You'll work closely with Implementation, Support, Sales, Product and Engineering to help customers succeed throughout their journey with Bambuser. You'll also collaborate with our Senior CSMs, who manage smaller portfolios of larger, more complex accounts through a higher-touch model.

Together, you'll help build a CS organisation that gives every customer the right level of support while allowing our teams to focus their time where they can create the greatest customer and business impact.
What you'll own
Customer success, adoption and value

• Own the success and commercial health of a broad portfolio of Bambuser customers.
• Help customers maximise the value of Bambuser's solutions by translating our products and features into relevant use cases and measurable business outcomes.
• Monitor customer health, product adoption, engagement, attributed sales and ROI to identify risks, opportunities and common trends.
• Intervene proactively when adoption is low or declining, creating targeted plans to increase usage, improve outcomes and demonstrate value.
• Deliver targeted Business Reviews, ROI discussions, training and strategic sessions where deeper engagement will make a meaningful difference.
• Act as a trusted advisor by sharing relevant video commerce, eCommerce and industry best practices.

Scaled engagement and portfolio intelligence

• Use Salesforce, customer health scores, AI agents, product usage, data warehouses and other customer signals to prioritise your portfolio and determine where human intervention will have the greatest impact.
• Develop and deliver scalable engagement programmes such as webinars, office hours, adoption campaigns, product education and best-practice sessions.
• Use automation, AI and digital engagement tools to increase the reach and effectiveness of Customer Success while maintaining a relevant and personalised customer experience.
• Provide focused 1:1 support based on customer health, commercial value, risk or growth opportunity rather than relying on a fixed meeting cadence.
• Help shape and continuously improve Bambuser's wider scaled CS model, including its programmes, triggers, workflows and ways of working.

Renewals, retention and growth

• Own the end-to-end renewal process across your portfolio, from early preparation and risk identification through commercial conversations and successful completion.
• Identify and address churn or contraction risks before they become renewal blockers.
• Surface growth and expansion opportunities, collaborating with Sales where appropriate while retaining ownership of the overall customer relationship.
• Maintain clear and accurate renewal forecasts, risks, opportunities and next steps.
• Track and report key portfolio outcomes including adoption, customer health, engagement, retention and NRR.

Cross-functional customer leadership

• Partner with Implementation to ensure customers transition successfully from onboarding into ongoing adoption, with clear objectives and measures of success.
• Work with Support, Engineering and Product to identify, prioritise and escalate issues affecting customer adoption, experience or value.
• Maintain accurate and actionable customer information in Salesforce and our wider Customer Success systems.
• Identify successful outcomes, innovative use cases and potential customer advocates, working with internal teams to develop customer stories and references.
• Analyse patterns across the portfolio and share insights on customer needs, adoption barriers and opportunities with Product, Sales, Marketing and the wider CS organisation.

What we're looking for

You're a commercially minded Customer Success professional who knows how to build strong customer relationships without relying on constant meetings. You're comfortable using data and technology to prioritise your work, and you're excited about developing new ways to reach and support customers at scale.

You bring:

• Experience in Customer Success, Account Management or a similar client-facing role within SaaS, eCommerce or another relevant digital environment.
• Proven ownership of a customer portfolio and measurable outcomes across adoption, retention, renewals or growth.
• The ability to manage senior stakeholders and build credible, commercially valuable customer relationships.
• Experience using customer, product or commercial data to identify risk, demonstrate value and guide action.
• Confidence leading renewal conversations and identifying growth opportunities.
• Experience creating and delivering data-led presentations, training or customer programmes.
• Proficiency with Salesforce or a similar CRM.
• Strong analytical, problem-solving and communication skills.
• A curious and proactive mindset, with an interest in innovation, shopper behaviour, eCommerce and digital experiences.
• A collaborative approach and the ability to work effectively across commercial, product and technical teams.

Experience with scaled Customer Success, customer health platforms, automation, AI tools or one-to-many customer programmes would be a strong advantage.

Why this role at Bambuser?

This is an opportunity to do more than inherit a customer portfolio.

You'll have genuine ownership of customer and commercial outcomes while helping us rethink how Customer Success can operate at scale. You'll be close to the data, our products and our customers, with the freedom to turn what you learn into better programmes, smarter interventions and stronger ways of working across the wider CS organisation.

You'll join a highly collaborative international team working with some of the world's most recognised brands at the forefront of video commerce. Our product is sophisticated, our ambitions are high, and the opportunity to influence how an entire category develops is very real.

If you want to combine meaningful customer relationships with technology, commercial ownership and the opportunity to build something better, we'd love to hear from you.

While we welcome applications from everywhere, please note that at this stage we are prioritizing candidates who are already based in Montréal and eligible to work in Québec without visa sponsorship.