Scaled Customer Success Manager (SCSM) - Remote

Overview

The Scaled Customer Success Manager (SCSM) at Solink is responsible for managing a portfolio of customers while driving product adoption and long-term loyalty through proactive digital engagement.

In Short

• Manage a portfolio of customers with a focus on product adoption and loyalty.
• Design and implement digital customer success programs.
• Utilize Customer Success platforms like Gainsight and marketing automation tools.
• Analyze customer data to inform decisions.
• Maintain a personalized customer experience while scaling processes.
• Communicate effectively across teams and manage projects.
• Engage customers through digital channels and automated campaigns.
• Track customer pain points and provide insights to leadership.
• Collaborate with CS Ops to enhance workflows and segmentation.
• Support customers digitally while ensuring a human touch.

Requirements

• 3–5+ years in Customer Success, Account Management, or Lifecycle Marketing in SaaS.
• Experience managing customer portfolios and driving renewals.
• Hands-on experience with Customer Success and marketing automation tools.
• Strong analytical skills and data-driven decision-making.
• Ability to design scalable processes with a personal touch.
• Excellent communication and project management skills.
• Comfortable using automation and digital content.

Benefits

• Flexible work hours for work-life balance.
• Growth opportunities based on merit.
• Collaborative and supportive work environment.
• Creative and innovative culture.
• Fully paid health and dental benefits.
• Monthly wellness program reimbursement.
• Social events and team-building activities.