About the Role
You'll manage a large book of smaller accounts, working through a scaled, tech-touch model rather than high-touch 1:1 engagement. That means you'll rely heavily on data, automation, and programmatic outreach to drive retention outcomes - your leverage comes from well-designed playbooks and knowing when to intervene, not from calendar coverage. Our Implementation team handles installation, integrations, and initial setup; your job is to keep customers activated, engaged, and renewed at scale.
What You'll Own
- Gross retention across a high-volume book of business
- Executing and iterating on scaled engagement playbooks - onboarding sequences, health-triggered outreach, group webinars, and in-app guidance rather than bespoke account strategy
- Monitoring health signals and usage data across your book to identify at-risk accounts and prioritize intervention efficiently
- Running lightweight account reviews and check-ins with higher-value accounts in your segment, where 1:1 time is warranted
- Coordinating with AEs on expansion signals within your book. They own the commercial motion, you surface the opportunities
- Escalating product feedback and customer needs to internal teams in a structured, aggregated way
- Contributing to the development of self-serve resources, templates, and playbooks that improve outcomes across the full customer base
What We're Looking For
- Required
- 2+ years in a Customer Success, Account Management, or digital CS role at a B2B SaaS company
- Experience managing a high-volume book. You know how to segment, triage, and prioritize across dozens or hundreds of accounts without losing signal on the ones that matter
- Comfortable building and executing scaled engagement motions: automated sequences, group sessions, templated outreach - not just 1:1 calls
- Data-driven by default: you use health scores, usage trends, and CRM data to drive prioritization, not instinct
- Strong written communication - at scale, async, and written touchpoints do a lot of the work
- Genuine comfort using AI tools in your workflow - for drafting outreach, synthesizing customer data, identifying risk patterns, and scaling your output. This isn't a nice-to-have; it's how this team operates
- Bonus
- Experience with product analytics, user engagement, or in-app tooling platforms
- Familiarity with APIs, JavaScript, or web fundamentals
- UI/UX sensibility
Benefits
- Competitive base salary + performance-based bonus
- Private medical insurance
- Hybrid structure: 3 days in office, 2 remote
- 15 days PTO + public holidays
- 14 days sick leave
- Training budget, industry events, and conference access
- Clear path for career progression
