Youll be a key design partner in our digital-first Customer Success methodology. This role is perfect for someone who is highly technical, hands-on, and excited to test, build, and optimize scalable success strategies that create measurable impact.
Drive product adoption, retention, and value realization across a large SMB portfolio by building and executing group enablement programs (webinars, workshops, community sessions)
Design and optimize AI-powered workflows, agents, and automations to scale customer engagement, while continuously evolving our tech-touch playbook through experimentation and innovation
Use data analytics to identify risk, surface and collaborate on expansion opportunities with Account Managers, and prioritize high-impact 1:1 engagement where needed
Manage the adoption of a large portfolio of SMB accounts with a focus on enablement at scale (1:many) and value realisation
Be a hands-on buildercreate, test, and optimize digital CS initiatives and flows
Ability to ideate projects, lead them, and collaborate with others to bring them to life
Leverage AI tools and automations to streamline workflows and improve efficiency
Monitor customer usage and adoption to identify risks and proactively engage
Conduct ad-hoc trainings, business reviews, and product walkthroughs as needed
Work closely with cross-functional teams (Product, Ops, CX, Marketing, GTM) to improve customer outcomes
Maintain accurate reporting and forecasts for your book of business
Partner with Account Managers to identify upsell and cross-sell opportunities
4+ years of proven experience as a Customer Success Manager in a SaaS environment
Strong technical acumen and hands-on approach to problem-solving
Experience with AI tools (e.g., ChatGPT, Gemini) and CS platforms such as ChurnZero, Gong, and Salesforce.
Track record of managing customers at scale using digital programs and tech-touch engagement
Excellent communication, project management, and collaboration skills
Strong analytical skills curious, data-driven, and proactive in finding smarter ways to deliver success
Big advantage: Background in HR tech or experience working with HR teams, processes, or systems
A passion to learn the products functionality and tech-savviness
Strong work ethic, integrity, and desire to succeed
Active listening & consultative approach
