Scaled Customer Success Manager

About the Role

We are seeking a Scaled Customer Success Manager to help our customers realize meaningful value from our products and grow their relationship with us over time. As part of our pooled Customer Success team, you will manage a portfolio of mid-market customers through a scalable, 1-to-many engagement model. You will proactively support customers at key moments in their journey, using customer data, predictive signals, and standardized success plays to drive adoption, strengthen retention, and identify opportunities for growth.

In addition to helping customers achieve their desired outcomes, you will identify and pursue upsell and cross-sell opportunities across your portfolio. You will collaborate closely with Sales, Support, Product, and other internal teams to remove obstacles, mitigate risk, and deliver consistent customer experience at scale.

The ideal candidate is customer-focused, commercially curious, comfortable working with data, and excited by the opportunity to help build and improve a scaled Customer Success motion.

Responsibilities

•Manage a portfolio of mid-market customers through a pooled Customer Success model, balancing proactive engagement with timely, needs-based support. •Guide customers through key lifecycle milestones, including adoption, value realization, renewal readiness, and expansion. •Deliver scalable 1-to-many customer engagements through targeted outreach, digital campaigns, webinars, office hours, customer education, and other programs.

•Use product usage data, customer health indicators, predictive signals, and standardized success plays to prioritize outreach and proactively engage customers. •Develop an understanding of each customer’s objectives, use cases, and business challenges, helping them maximize the value of their investment. •Drive product adoption by connecting customer needs with relevant capabilities, best practices, and additional use cases.

•Proactively identify churn and contraction risks, develop mitigation plans, and coordinate with internal partners to address issues before they affect retention. •Own or contribute to renewal readiness across the portfolio, ensuring customer health, value realization, risks, and next steps are clearly documented. •Identify, qualify, and pursue upsell and cross-sell opportunities based on customer needs, usage patterns, and growth potential.

•Manage expansion opportunities through the appropriate stages of the commercial process, partnering with Sales and other teams when needed. •Meet or exceed established goals for customer retention, product adoption, customer engagement, and portfolio expansion. •Respond to customer questions and coordinate escalations with Support, Product, Engineering, and other internal teams to drive timely resolution.

•Monitor portfolio performance and maintain accurate customer, opportunity, risk, and activity records in Salesforce and other Customer Success systems. •Act as the Voice of the Customer by capturing recurring feedback, identifying trends, and sharing actionable insights with Product, Marketing, Sales, and Customer Success leadership.

•Contribute to the development and continuous improvement of pooled Customer Success programs, playbooks, outreach campaigns, and operating processes. •Maintain a strong understanding of Telesign’s products, customer use cases, and the broader CPaaS and digital identity landscape.