Customer Success Manager – Scaled Customers

• Design and lead a digital-first customer success strategy tailored to the SME customer base, using automation, in-product guidance, and digital content to drive adoption and satisfaction.
• Execute and optimize one-to-many programs (e.g., onboarding flows, webinars, self-service campaigns) that support customers across their journey.
• Utilize tools such as Userpilot, Pendo, or Whatfix to implement in-app onboarding, training, and engagement experiences.
• Oversee the SME Customer Success Managers, coaching them to deliver consistent, high-quality engagements across the long tail of our customer base.
• Monitor customer usage data to identify trends, segment behaviour, and inform program improvements.
• Collaborate with Product, Marketing, and Support to create seamless digital experiences and ensure that customer feedback informs product roadmaps.
• Measure and report on key success metrics, including product adoption, feature usage, churn reduction, and CSAT/NPS scores.
• Continuously A/B test and iterate digital initiatives to maximize their impact on customer outcomes.
• Contribute to overall CS strategy with a focus on scaling success through low touch, high-impact digital experiences.

• 5+ years of experience in Customer Success, Digital Experience, or SaaS onboarding, including 2+ years in a leadership or team oversight role.
• Hands-on experience with digital onboarding tools (e.g., Userpilot, Whatfix, Pendo) and other customer engagement platforms.
• Proven ability to create and manage scalable programs that increase adoption, reduce churn, and improve customer satisfaction.
• Strong analytical skills with a deep understanding of customer health metrics, cohort analysis, and engagement data.
• Experience designing automated customer journeys, in-app walkthroughs, or digital playbooks.
• Demonstrated success overseeing or coaching customer success teams within a technology or SaaS environment.
• Passionate about leveraging technology to enhance the customer experience and drive measurable outcomes.

Demonstrates expertise in designing and executing digital-first customer success strategies, utilizing tools like Userpilot and Pendo to enhance customer engagement and satisfaction. Proven leadership in managing customer success teams and optimizing customer journeys through data-driven insights.

• Customer Success Management
• Digital Onboarding Tools
• Data Analysis and Metrics
• Program Development and Execution
• Team Leadership and Coaching

• Customer Success
• Digital Experience
• SaaS Onboarding
• Cohort Analysis
• Automated Customer Journeys
• In-App Walkthroughs
• Customer Health Metrics
• Engagement Data
• Program Management
• Churn Reduction

• Analytical Skills
• Coaching
• Collaboration
• Communication
• Passion for Customer Experience

• SME Customer Base
• Digital Content
• Customer Satisfaction
• CSAT
• NPS
• A/B Testing
• Customer Feedback
• Product Roadmaps

• Userpilot
• Pendo
• Whatfix
• Customer Engagement Platforms