ScaledCustomerSuccessManager

## Accountabilities Design and execute scalable lifecycle programs including onboarding journeys, adoption campaigns, engagement workflows, expansion signals, and win-back strategies. Build and own structured retention playbooks to address churn risk, disengagement, and value gaps across the customer base. Develop scalable customer engagement initiatives such as webinars, office hours, community programs, and educational content. Measure program performance, analyze outcomes, and continuously iterate to improve retention and adoption metrics. Own and optimize the customer success technology stack including Intercom, HubSpot, Zapier, LMS tools, and AI-driven workflows. Manage a portfolio of at-risk accounts, executing save motions, identifying value gaps, and driving renewal and expansion outcomes. Collaborate closely with Product, Marketing, Sales, and Solutions teams to improve lifecycle signals, handoffs, and customer experiences. Translate customer insights into scalable programs that improve overall portfolio performance and Net Dollar Retention. Requirements: Proven experience building and owning scalable customer success or lifecycle programs from the ground up. Hands-on ownership of retention, renewal, or account management responsibilities with measurable business impact. Experience using customer success or lifecycle tools such as Intercom, HubSpot, Zapier, or similar platforms. Strong understanding of customer lifecycle management, including onboarding, activation, retention, and expansion strategies. Ability to design and run customer-facing programs such as webinars, workshops, or live engagement sessions. Strong analytical mindset with the ability to interpret customer signals and iterate based on data. Comfortable working in a fast-paced, ambiguous environment with high autonomy and ownership. Strong communication skills with the ability to collaborate across cross-functional teams. Genuine customer curiosity and a strong focus on outcomes rather than