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Scaled Customer Success Lead

Seeking a Scaled Customer Success Lead to shape and scale how the company delivers customer value across multiple markets and teams within each customer’s organization. This role is foundational to building a repeatable CS approach that balances strong customer relationships with technology-enabled delivery. In this role, you will directly own value delivery outcomes for a large, multi-market book of business, using a mix of client-facing engagement and scalable CS programs rather than traditional 1:1 account management alone. You’ll partner closely with Account Leads and cross-functional teams to ensure customers consistently realize value, while feeding real-world insights back into how the broader CS team operates.

What You’ll Be Doing:

• Own value delivery for a large, multi-market book of business, ensuring users reach meaningful value milestones through a mix of direct engagement and scaled programs.
• Design and run 1:few and 1:many customer touchpoints, including client office hours, training webinars, and value-focused sessions that drive adoption and product understanding.
• Partner closely with Account Leads to ensure scaled programs reinforce global business goals, renewals, and expansion efforts.
• Help define and refine persona-based value goals and success patterns, translating customer insights from your book of business into repeatable enablement assets and playbooks for the broader customer base.
• Collaborate cross-functionally with Product, CS Ops, Growth, Services, Sales and Support to deliver a seamless customer experience.
• Monitor program effectiveness using usage data and customer feedback to continuously improve outcomes.
• Translate risk signals into effective multi-medium mitigation strategies that address adoption gaps and improve retention outcomes.
• Develop and maintain excellent knowledge of the product and AI ecosystem to strategically advise customers and contribute to thought leadership.

Qualifications

• 5+ years of experience in account management, client success, or strategic partnerships—ideally in a SaaS or marketing tech environment.
• Proven experience delivering value to enterprise customers, while thinking beyond 1:1 engagement toward scalable models.
• Demonstrated ability to design, run, and iterate on customer programs (office hours, webinars, enablement, lifecycle motions).
• Comfortable working with data, usage signals, and customer feedback to inform decisions and improve outcomes.
• Strong communication and facilitation skills, with confidence engaging diverse customer stakeholders and leading sessions for large audiences.
• Highly collaborative, with experience working cross-functionally across Product, Sales, CS Ops, Growth, Services and Sales.
• Systems-oriented mindset—able to spot patterns across customers, document learnings, and translate insights into repeatable processes and playbooks.
• Startup-ready mentality with a bias toward action, comfort with ambiguity and enthusiasm for building from the ground up.
• Experience with AI-driven platforms, Martech stacks, or complex SaaS products is a strong plus

Company Values:

• Demonstrated grit and resourcefulness—you find creative solutions, adapt quickly, and aren’t afraid to roll up your sleeves in a fast-paced, evolving environment.
• Thoughtful and strategic thinker with the ability to anticipate needs, ask the right questions, and deliver insights that truly drive value.
• Proven ability to collaborate across functions and roles, fostering open communication and shared ownership of outcomes.
• Commitment to craftsmanship—you take pride in delivering high-quality work, paying attention to the small details while keeping the big picture in mind.
• Self-starter with a proactive mindset and a strong sense of accountability—able to drive projects forward independently while staying aligned with team goals.
• Comfortable navigating ambiguity and learning new tools, processes, or technologies to get the job done.

Job-3551064

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