Scaled Customer Success Manager (SaaS)

TL;DR

Scaled Customer Success Manager (SaaS): Building and scaling the customer success motion from the ground up with an accent on lifecycle automation, health scoring, and AI-driven engagement. Focus on designing scalable workflows that drive NRR, retention, and expansion across a diverse customer base.

Location: Must be based in or willing to relocate to San Francisco (On-site 5 days a week)

Compensation: $180,000 – $280,000 base salary plus equity

Company

A rapidly growing AI SaaS company backed by Sequoia Capital and DST Global, helping teams optimize their recruiting processes.

What you will do

• Design and implement customer health scoring frameworks to detect risks and identify expansion opportunities.
• Build automated lifecycle programs for onboarding, adoption, renewal, and re-engagement.
• Develop triggered workflows and sequences to scale CSM engagement across SMB and enterprise segments.
• Unify customer intelligence signals from product usage, Slack, and Gong to surface actionable insights.
• Drive commercial growth by automating renewal, expansion, and Agent activation motions.
• Partner with CS Programs, Growth, and Product teams to deliver a seamless, AI-powered customer journey.

Requirements

• 4+ years of experience in Digital Customer Success, Scaled CS, Lifecycle Marketing, or CS Strategy & Ops at a high-growth SaaS company.
• Proven track record of building scaled customer programs and automation from scratch.
• Hands-on experience with AI and CS platforms such as Claude, HubSpot, Pylon, or Gainsight.
• Strong analytical mindset with the ability to measure impact and prioritize high-leverage initiatives.
• Founder mentality with the ability to thrive in ambiguity and build systems without existing playbooks.
• Must be based in or willing to relocate to San Francisco for full-time on-site work.

Culture & Benefits

• Competitive base salary with equity participation.
• Comprehensive medical, dental, and vision insurance.
• Daily lunch stipend.
• Opportunity to work directly with leadership from companies like Gong, Slack, and Zendesk.
• Fast-paced, high-growth environment with significant ownership over the CS function.