[Remote] Customer Success Manager, Scale
Note: The job is a remote job and is open to candidates in USA. Centralize is a company building a relationship intelligence platform for navigating trust in complex deals. The Customer Success Manager, Scale will partner with the Head of Customer Success to onboard and support mid-market and growth-stage customers while driving product adoption and retention.
Responsibilities
- Serve as the primary point of contact for a portfolio of customers, owning their outcomes end-to-end
- Manage onboarding, implementation, and adoption for new customers - getting them live, active, and realizing value quickly
- Run customer trainings, onboarding sessions, and executive business reviews
- Monitor and prioritize your book of business using customer health signals, proactively identifying at-risk accounts and escalating appropriately
- Drive product adoption, engagement, retention, and expansion opportunities across your portfolio
- Own renewals and support expansion conversations in partnership with your Account Executive
- Build and maintain scalable onboarding, implementation, and customer success playbooks that can serve customers at volume
- Develop and deliver self-serve training content, help documentation, and education programs that empower customers to become self-sufficient
- Own the support experience for your book — triaging, routing, and quarterbacking resolution for customer issues in partnership with Engineering
- Work cross-functionally with Sales, Engineering, and Leadership to improve the customer experience
- Act as the voice of the customer — synthesizing feedback from your portfolio and partnering closely with Product and Engineering on feature requests and roadmap input
- Proactively flag insights, trends, and risks from your book to inform broader business decisions
Skills
- 3+ years of experience in Customer Success, Implementation, Technical Account Management, or a related customer-facing role
- Experience onboarding and supporting customers in a B2B SaaS environment
- Strong project management skills
- Comfortable leading conversations with both end users and executive stakeholders
- Highly organized, proactive, and naturally take ownership
- Strong problem-solving skills and ability to operate with limited structure
- Excited to work in a fast moving startup environment and help build a function from the ground up
- Strong technical curiosity and ability to learn complex workflows quickly
Company Overview