Senior Client Success Manager, Scale

What you’ll do

Own the playbook serving our Scale (Longtail and SMB) customers end-to-end from go-live to renewal and expansion
Build out the atuomated processes across a portfolio of 200+ clients, balancing personalization with efficiency to share best practices and data-driven insights
Create a playbook for our clients’ first 90 days on Cubby that will set them up for success long term
Use customer data, usage metrics, and patterns to prioritize outreach and intervene proactively
Drive renewal strategy for your accounts and hit best-in-class net revenue retention targets
Identify expansion opportunities and partner with Sales on account growth strategies
Define the success metrics for the Scale segment and hold clients accountable for achieve their goals through thoughtful touchpoints in the customer journey
Own the CS infrastructure for the Scale segment, including cadence design, tooling, and automation
Be the expert on the Scale customer perspective in product roadmap discussions

Requirements

Based in NYC or Lehi, UT with enthusiasm for our in-person culture (3 days/week in office)
6+ years of customer success experience, preferably with growth-stage B2B SaaS companies
Experience creating automated programming for SMB/Longtail with measurable impact through HubSpot, Gainsight, or other CRM or CSP
Ability or background to think like a marketer – decide what to measure and how to quantify success
Proven success managing a high volume book of business
Exceptional project management skills, with a strong attention to detail
Comfortable with ambiguity and the pace of an early-stage startup
Passionate about building playbooks and processes from scratch
Ability to build relationships with both C-level executives and frontline operational staff
Experience analyzing customer data and translating insights into action plans

Success timeline

1 month: Client-facing and owning a handful of clients, with manager support. You’ll learn by doing!
2 months: Fully ramped on product and processes. You can answer most questions without assistance.
3 months: Running your full book independently, with automated programs live and a point of view on how to evolve the Scale playbook as the segment grows.