Scaled Customer Success Lead

• Join our Customer Success team in a net-new, high-impact IC role where you will work to solve this problem: How can we use data, automation and AI to manage our SMB customer relationships at scale?
• As our Scaled Customer Success Lead, you won’t just drive retention and GDR at the segment level. You’ll develop a deep understanding of the customer journey and lead in building the tech-touch motion behind it, from automations and health signals to AI-assisted workflows, proactive outreach, and scaled engagement
• You’ll report to Sydney Pearson, our Director of Customer Success, and partner closely with Customer Success, Product, Marketing, and Sales Operations to build an SMB program that’s as streamlined as it is effective
• Design and execute the tech-touch motion: automated onboarding sequences, usage-triggered nudges, health-based alerts, and scaled business reviews
• Own customer retention (GDR) as your primary metric, the health and retention of the SMB segment globally is your responsibility
• Operate, extend, and iterate the existing customer health scoring and early-warning system that surfaces at-risk accounts before they reach the cancellation window
• Lead churn diagnosis for the segment, maintain a data-backed, documented picture of why SMB accounts leave, and turn those insights into playbook improvements and feedback for the broader team
• Drive customer communications at scale, proactive, segmented outreach so no account goes dark
• Build and iterate AI-assisted workflows, including business review generation, account risk summaries, and reactivation sequences
• Own and refine automated segment health reporting to CS leadership
• Work cross-functionally with Product, Marketing, Sales, and Support to surface customer insights and close gaps that impact segment retention

Benefits

• Hybrid Work
• Employee Stock Options
• Personal Development Budget
• Bi-weekly Lunch & Learn
• Monthly Team-building Activities
• Health & Dental Coverage
• Bonus Opportunities
• Extended Vacation Days (34 days of vacation annually, with summer Fridays, and more)

• Above all, you’re a builder at heart who wants real ownership and the chance to make a big impact at an organization on track to double in growth over the next few years
• You think in processes and systems, make decisions based on data, and know how to keep a large, diverse book of business healthy without hands-on attention for every account
• This role is a great fit for someone who has personally designed, built and run a scaled CS motion before
• Direct experience owning a GDR/NDR outcomes
• Direct experience building and executing a scalable, low-touch CS motion
• 5+ years of experience in Customer Operations, Digital Customer Success or Customer Experience
• Able to generate your own reporting and insights without waiting on an analyst
• Comfortable with Salesforce, Pendo, Gong, or equivalent tools to instrument health, productivity, and risk
• Recent experience at an early-stage SaaS business
• Instrumented CS health and risk on a CS platform (Gainsight, Vitally, ChurnZero) or a homegrown stack (Salesforce + product analytics + automation)
• Experience with AI tools that streamline workflows and improve the customer journey