Scale Customer Success Manager - Remote

Overview

The Scale Customer Success Manager will be responsible for interfacing directly with customers, ensuring overall satisfaction, and a timely resolution to requests and issues.

In Short

• Manage client’s continued satisfaction, expansion and retention
• Analyze customer usage data to identify areas for improvement in content and user experience
• Work directly with clients and advocate for their needs
• Deliver product demonstrations to current customers
• Monitor and enhance the Community Forum for constructive feedback
• Coordinate and participate in Executive Review sessions with customers
• Manage the contract renewal process
• Assist the sales team to identify upsell opportunities
• Develop and implement a comprehensive content strategy
• Foster communities across the customer base

Requirements

• 3+ years experience in a customer facing role, preferably in customer success
• Experience building training and content for end user adoption
• Excellent communication and interpersonal skills
• Comfortable working directly with C-Level executives
• Critical thinking and problem solving skills
• Ability to organize and prioritize work
• Bachelor’s degree in a relevant field or comparable work experience

Benefits

• Flexible work-from-home policy
• Competitive benefits package including medical, disability, and life insurance
• 401K Retirement planning with company matching
• Generous paid time off and eleven paid holidays
• Employee recognition through milestone awards