Customer Success Manager, Scaled Programs

📋 Description

• Own the lifecycle for 80–120 accounts, driving retention and value.
• Manage complex renewals with multi-product negotiations and pricing.
• Design proactive engagement using health metrics and campaigns.
• Collaborate with onboarding, product, sales, and support; mentor others.
• Identify playbook gaps and test new engagement approaches.
• Part of Growth & GTM Strategy; deliver digital-first CS.

🎯 Requirements

• Proven CS or account management experience managing portfolios independently.
• Multilingual capabilities essential (French, Spanish, German, or other European languages).
• Strong communication and influencing skills across channels.
• Advanced proficiency with Salesforce, Gainsight, and digital engagement tools.
• Analytical and problem-solving skills to interpret data and adapt.
• Self-directed and proactive with prioritization.
• Experience with SaaS products or digital analytics tools (Contentsquare, Heap, Hotjar).
• Nice to have: Renewals or renewals/sales experience.
• Nice to have: Track record of digital engagement campaigns.
• Nice to have: Mentoring CS teammates.
• Nice to have: Deep knowledge of analytics platforms.

🎁 Benefits

• Virtual onboarding, hackathons, and interactions with global colleagues.
• Hybrid and remote work flexibility.
• Generous paid time-off policy (varies by location).
• Lifestyle allowance.
• Stock options for full-time employees.
• Culture Crew and ERGs in each country with country-specific benefits.