Scaled Customer Success Manager - Remote

Overview

We are looking for a Scaled Customer Success Manager to build lasting relationships with our SMB and mid-market customers. In this role, you will serve as the primary point of contact for our customers with <2500 seats, delivering exceptional service that reinforces our reputation for outstanding customer experience. You will also partner strategically with Sales, Solution Engineers, and Product Support teams to ensure seamless customer journeys while collaborating cross our Marketing and EPD teams to drive production adoption and retention at scale.

In Short

• Fully own scaled customers & their lifecycle touchpoints, including process improvements and providing escalated support when necessary.
• Co-own the self-serve onboarding process in partnership with Product and Knowledge Management.
• Provide guidance and assistance on any new documentation needed to maximize scaled success.
• Work with the Sales team to build account plans that move the customers forward through each stage of the customer journey, through renewal and beyond.
• Drive proactive async customer touchpoints, including new feature and roadmap updates, and find opportunities for expanding which Material products are used.
• Act as advocate for scaled customers within Material.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS company.
• Technical skills and knowledge relevant to cybersecurity and identity management.
• Ability to multitask and efficiently handle multiple competing priorities.
• Have sincere empathy for the customer and a commitment to understanding their challenges.
• Smart, hard-working, competitive, and team-oriented attitude.
• Ability to contribute across Sales, Product, Marketing, and Engineering teams.
• Should be able to learn new tools & technologies quickly.

Benefits

• Transform customers into enthusiastic advocates.
• Shape the future direction of the Customer Engineering team.
• Work in a remote-first workplace.
• Competitive salary range.
• Collaborative team environment.