Customer Success Manager, Scale

Note: We are recruiting on behalf of our valued client. This opportunity is for a position with their organization, not with People Culture Talent. We're excited to help connect talented professionals with this exceptional team!

The Role

The leading AI-powered automation platform transforming revenue teams is looking for a Customer Success Manager, Scale, to help customers like Zscaler, Ramp, and 1Password unlock greater productivity and scale with our technology. In this role, you’ll own a portfolio of high-impact mid-market accounts, guiding them from onboarding through expansion, and ensuring they achieve measurable ROI. You’ll work cross-functionally with Solutions Architects, Sales, and Product to turn insights into action, drive adoption across teams, and help shape the future of how revenue organizations operate.

What You’ll Own

Core Responsibilities

• Manage a portfolio of 30+ mid-market customers

• Identify and address account risks and growth opportunities proactively

• Use data analytics to enhance customer engagement and retention

• Work closely with sales, support, and solutions teams

• Create knowledge base content and enhance customer onboarding processes

Customer Relationship Management

• Build and maintain strong relationships with strategic customers

• Act as the primary point of contact for customer success

• Understand and align with customers' goals and business needs

• Track customer health metrics and address concerns or opportunities promptly

Onboarding & Adoption

• Lead customers through efficient onboarding and implementation

• Create customized product guides, best practices, and success playbooks

• Coordinate with Solutions Architects to ensure successful technical integration

Strategic Growth & Retention

• Discover and pursue opportunities for account expansion

• Develop success plans and business reviews that showcase clear ROI

• Guide customers in exploring new use cases and expanding team adoption

Customer Advocacy & Product Feedback

• Gather and communicate customer insights to Product & Engineering teams

• Champion customer needs within the organization

• Help create customer resources like case studies, FAQs, and webinars

What You’ll Bring

• 3-5 years of experience in Customer Success, preferably at technical SaaS companies

• Proven ability to manage multiple responsibilities with strong organizational skills

• Technical aptitude and quick grasp of complex product concepts

• Experience at early-stage Series A or B companies preferred

• Outstanding communication and relationship-building abilities

• Skilled at managing multiple accounts and adapting to changing priorities

• Proactive, empathetic, and solution-focused mindset

• Track record of collaborating with Sales, Product, and Technical teams

• Ability to prioritize accounts and create strategic customer engagement plans

• Strong analytical skills with talent for turning data into actionable insights

• Thrives in a fast-paced startup environment

• Familiarity with Salesforce, product analytics tools, or customer health platforms is nice to have, but not required

Compensation

• Total OTE: $130K ($115k base + 15k variable)

• 70% base salary, 30% variable compensation

• Bonus structure based on NDR, logo retention, and personal OKRs

Why Join Them?

• Impactful Work: Opportunity to make a significant impact on the company's growth and success.

• Innovative Environment: Be part of a dynamic, fast-paced setting that encourages innovation and creativity.

• Professional Growth: A culture that promotes learning and professional development.

• Competitive Compensation: Enjoy a competitive salary, equity and comprehensive benefits, including a hybrid work model, from our San Mateo office.

About Our Client

This fast-growing Series A company is revolutionizing revenue teams through AI-powered automation, helping organizations unlock rep productivity and scale execution without increasing headcount. Backed by top-tier investors including FirstMark, Stage 2 Capital, Inovia, and Basis Set Ventures, they're transforming how sales teams operate through intelligent insights and seamless tool integration.