Scaled Customer Support Manager
Talent Fusion 360°
/job-details/10065
Scaled Customer Success Manager
**Location:**
Hybrid
**Schedule:**
Monday–Friday, 12:00 PM–8:00 PM CEST
**Department:**
Customer Success
**Customer Segment:**
SMB / Mid-Market
**Working Model:**
High-volume / Low-touch
About the Role
We’re looking for a
**Scaled Customer Success Manager**
to join our client’s growing Customer Success team and support a large portfolio of SMB and Mid-Market customers.
This is a
**scaled, high-volume Customer Success role**
where you’ll work across 100+ accounts rather than managing a small number of high-touch customers. You’ll use customer data, technology, and repeatable processes to create successful customer journeys and drive
**adoption, retention, renewals, and growth at scale**
.
If you enjoy spotting patterns, solving problems, improving processes, and finding smarter ways to engage customers, this could be a great opportunity for you.
What You’ll Do
- Manage a high-volume portfolio of
**100+ SMB and Mid-Market customers**
.
- Serve as a point of contact for existing customers and help ensure successful customer journeys.
- Own renewal and expansion strategies, identifying opportunities to generate additional revenue and grow existing customer relationships.
- Proactively monitor customer health and product usage to identify risks and opportunities.
- Turn customer and usage data into actionable insights that help preempt issues and accelerate adoption.
- Become a trusted expert on our client’s platforms and help customers get the most value from their solutions.
- Advise customers on relevant industry trends and best practices.
- Contribute to scalable Customer Success initiatives, workflows, and processes.
- Identify opportunities to make customer engagement more efficient, repeatable, and scalable.
- Partner with
**Sales, Product, and Engineering**
to champion customer needs and support customer growth.
- Maintain accurate CRM data, forecasting, and customer information.
What We’re Looking For
- **3+ years of experience**
in Customer Success, Program Management, Support, CS Operations, or a related SaaS role in a scaled environment.
- Experience managing
**100+ accounts**
or working with a high-volume customer portfolio.
- Experience working with
**SMB customers**
.
- A proven track record of driving customer
**adoption, satisfaction, and growth**
.
- Experience with
**renewals and expansion**
within an existing customer base.
- Strong analytical skills and confidence interpreting customer usage data and dashboards.
- Excellent written and verbal communication skills in English.
- Strong organizational skills and the ability to manage multiple workflows and priorities.
- Familiarity with
**Salesforce and Customer Success platforms**
, including accurate forecasting and data hygiene.
- A programmatic mindset and a genuine interest in making Customer Success more scalable.
Nice to Have
- Experience with
**tech-touch or scaled Customer Success**
.
- Experience creating customer workflows, content, or enablement programs.
- A background in content, workflow, or asset lifecycle management.
- A high-level understanding of
**video formats, ingest, delivery, and distribution**
.
About Our Client
Our client is a global media technology company focused on improving the
**video content lifecycle, from creation through to monetization**
.
Their SaaS platforms support creative teams and organizations working across video production, content management, collaboration, distribution, and publishing.
The company operates as a global, distributed organization, offering the opportunity to work with colleagues and customers across multiple regions.
Why Join?
This role offers the opportunity to help shape how
**Customer Success works at scale**
. You’ll have the chance to use
**data, technology, and creative problem-solving**
to improve customer experiences across a large portfolio while contributing to scalable initiatives that can make a meaningful impact across the wider organization.
You’ll have the opportunity to
**build, experiment, optimize, and make things better**
while working with a global team and helping customers get more value from innovative SaaS technology.
If you’re a Customer Success professional who enjoys
**data, technology, problem-solving, and finding better ways to engage customers at scale**
, we’d love to hear from you.
**Location:**
Hybrid
**Schedule:**
Monday–Friday, 12:00 PM–8:00 PM CEST
**Department:**
Customer Success
**Customer Segment:**
SMB / Mid-Market
**Working Model:**
High-volume / Low-touch
About the Role
We’re looking for a
**Scaled Customer Success Manager**
to join our client’s growing Customer Success team and support a large portfolio of SMB and Mid-Market customers.
This is a
**scaled, high-volume Customer Success role**
where you’ll work across 100+ accounts rather than managing a small number of high-touch customers. You’ll use customer data, technology, and repeatable processes to create successful customer journeys and drive
**adoption, retention, renewals, and growth at scale**
.
If you enjoy spotting patterns, solving problems, improving processes, and finding smarter ways to engage customers, this could be a great opportunity for you.
What You’ll Do
- Manage a high-volume portfolio of
**100+ SMB and Mid-Market customers**
.
- Serve as a point of contact for existing customers and help ensure successful customer journeys.
- Own renewal and expansion strategies, identifying opportunities to generate additional revenue and grow existing customer relationships.
- Proactively monitor customer health and product usage to identify risks and opportunities.
- Turn customer and usage data into actionable insights that help preempt issues and accelerate adoption.
- Become a trusted expert on our client’s platforms and help customers get the most value from their solutions.
- Advise customers on relevant industry trends and best practices.
- Contribute to scalable Customer Success initiatives, workflows, and processes.
- Identify opportunities to make customer engagement more efficient, repeatable, and scalable.
- Partner with
**Sales, Product, and Engineering**
to champion customer needs and support customer growth.
- Maintain accurate CRM data, forecasting, and customer information.
What We’re Looking For
- **3+ years of experience**
in Customer Success, Program Management, Support, CS Operations, or a related SaaS role in a scaled environment.
- Experience managing
**100+ accounts**
or working with a high-volume customer portfolio.
- Experience working with
**SMB customers**
.
- A proven track record of driving customer
**adoption, satisfaction, and growth**
.
- Experience with
**renewals and expansion**
within an existing customer base.
- Strong analytical skills and confidence interpreting customer usage data and dashboards.
- Excellent written and verbal communication skills in English.
- Strong organizational skills and the ability to manage multiple workflows and priorities.
- Familiarity with
**Salesforce and Customer Success platforms**
, including accurate forecasting and data hygiene.
- A programmatic mindset and a genuine interest in making Customer Success more scalable.
Nice to Have
- Experience with
**tech-touch or scaled Customer Success**
.
- Experience creating customer workflows, content, or enablement programs.
- A background in content, workflow, or asset lifecycle management.
- A high-level understanding of
**video formats, ingest, delivery, and distribution**
.
About Our Client
Our client is a global media technology company focused on improving the
**video content lifecycle, from creation through to monetization**
.
Their SaaS platforms support creative teams and organizations working across video production, content management, collaboration, distribution, and publishing.
The company operates as a global, distributed organization, offering the opportunity to work with colleagues and customers across multiple regions.
Why Join?
This role offers the opportunity to help shape how
**Customer Success works at scale**
. You’ll have the chance to use
**data, technology, and creative problem-solving**
to improve customer experiences across a large portfolio while contributing to scalable initiatives that can make a meaningful impact across the wider organization.
You’ll have the opportunity to
**build, experiment, optimize, and make things better**
while working with a global team and helping customers get more value from innovative SaaS technology.
If you’re a Customer Success professional who enjoys
**data, technology, problem-solving, and finding better ways to engage customers at scale**
, we’d love to hear from you.
