About the RoleAs the Manager of Scaled Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high-volume Scaled segments. Reporting to the Director of Customer Success, you will be the bridge between personalized relationship management and digital-first automation. Your mission is to professionalize our CS operations by building a unified "Account Health" framework that works for every customer, regardless of size. You will lead a supportive, high-trust team and provide the strategic structure needed to turn "crowdsourced" Slack knowledge into repeatable, data-driven playbooks that drive global retention.
You Are- You understand that an Enterprise lead needs a different "touch" than a high-volume user, and you know how to build systems for both.
- You don't wait for a clean dashboard; you dive into the data to find the trends, churn risks, and expansion opportunities yourself.
- You can coach a CSM through a high-stakes executive presentation one hour and help them optimize an automated email sequence the next.
- You thrive in the "grey area." You see messy data and ambiguous processes as a puzzle to solve rather than a roadblock.
You Will- Segment the Strategy: Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency.
- Build the Health Engine: Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base.
- Operationalize the "Hive-Mind": Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks.
- Drive Proactive Retention: Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk.
- Mentor & Measure: Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth.
You HaveMust Have:
- Leadership Experience: 2+ years of experience managing a Customer Success team (or 4+ years as a Senior/Lead CSM ready for the next step).
- Versatile CS Background: Proven experience managing both high-touch Enterprise accounts (QBRs, multi-stakeholder navigation) and Scaled/Digital segments (automation, mass communication).
- Analytical Proficiency: Experience using data (CRM, BI tools, or Excel) to track health, predict churn, and report on team performance.
- Systems Thinking: Ability to design processes that scale; you've successfully implemented a new tool, workflow, or playbook in the past.
- High Emotional Intelligence: A coaching-first management style that fits our supportive, collaborative culture.
Nice to Have:
- Technical Literacy: Ability to work with advanced data visualization tools.
- CS Ops Familiarity: Experience selecting or implementing a CS Platform (e.g., Gainsight, Vitally, ChurnZero).
- Experience with the automotive industry
Interview Process1. Initial Screen - 30min
2. Hiring Manager Interview - 60min
3. Case Study Assessment - 45min
Problem Solving Exercise - 60min
4. Cross-Functional Interview - 30min
*We also require completion of the Wonderlic Assessment before the end of the process. This is done independently and takes about 20-30min.
We Offer- 100% remote work environment
- Medical, Dental and Vision insurance within 30 days
- 100% employer-paid medical insurance
- Equity package
- Flexible PTO with 15 days minimum
- Generous Parental Leave
- FSA and HSA options
- 401(k)
- Growth & Wellness Stipend
- WFH Equipment
- Chance to work with the latest technology
- A collaborative, high ownership culture
- Opportunities for development and career growth
