Scale Customer Success Manager - Remote

Overview

The Scale Customer Success Manager is a strategic customer success professional responsible for driving quality, consistency, and efficiency in executing end-to-end customer success initiatives at scale. This role is pivotal in ensuring seamless onboarding and adoption of the Egnyte platform, guiding customers through key milestones to maximize value and long-term success. By delivering programmatic engagement and optimizing high-impact touchpoints, the Scale CSM plays a critical role in reducing churn, improving retention, and strengthening customer sentiment. This role requires balancing automation with strategic engagement, ensuring every customer interaction is intentional, efficient, and aligned with Egnyte’s broader customer success strategy.

In Short

• Partner with the Manager of Scale Customer Success to develop and execute end-to-end customer success initiatives that drive onboarding, adoption, and long-term value for a large portfolio of customers.
• Create and refine content (emails, videos, and more) to support scaled customer engagement and ensure consistency across all touchpoints.
• Engage directly with customers and account admins, responding to follow-ups from scaled initiatives to drive deeper product adoption and resolve challenges via email or live customer calls.
• Act as a key liaison between customers and internal teams, ensuring clear and effective communication while facilitating the resolution of customer inquiries.
• Develop deep expertise in Egnyte’s platform, showcasing how our solutions drive measurable business outcomes for customers.
• Work cross-functionally with Customer Success, Marketing, and Operations teams to enhance the scaled customer journey and continuously improve engagement strategies.
• Capture and relay customer feedback regarding product functionality and support to internal stakeholders, helping to inform product development and innovation.
• Ensure that Egnyte’s best practices and methodologies are implemented consistently to drive customer success at scale.
• Other responsibilities as assigned.

Requirements

• Customer-focused and service-oriented, with a passion for helping customers resolve challenges and achieve success.
• Proactive and customer-ready, with strong communication skills and the ability to engage professionally with customers across various touchpoints.
• Curious and a continuous learner, eager to stay up to date on product features and how they create value for customers.
• Highly organized and adaptable, capable of managing a large volume of customers while maintaining a strategic and thoughtful approach to engagement.
• Data-driven decision-maker, able to analyze and interpret insights from multiple sources and translate them into action plans.
• Collaborative team player, comfortable working cross-functionally in a fast-paced, evolving environment.
• Professional and polished communicator, able to convey complex ideas clearly and effectively to both internal and external audiences.
• Bachelor’s degree from an accredited college or university.
• 3+ years of relevant industry experience.
• Ability to work US EST hours (required).

Benefits

• Competitive salaries.
• Medical insurance and healthcare benefits for you and your family.
• Fully paid premiums for life insurance.
• Flexible hours and PTO.
• Mental wellness platform subscription.
• Gym reimbursement.
• Childcare reimbursement.
• Group term life insurance.