The Scaled CSM will pioneer digital-first and one-to-many customer engagements that drive adoption, stickiness, retention, and expansion at scale
Job Summary
The Scaled CSM will pioneer digital-first and one-to-many customer engagements that drive adoption, stickiness, retention, and expansion at scale.
You'll own the success of a large portfolio of Commercial and Enterprise customers, designing and executing scalable customer journeys through digital touch points, automated programs, one-to-many engagements, and strategic human intervention.
You'll collaborate closely with our Programmatic Success team to develop compelling customer content, with Sales organization to co-develop strategic plans, ensure seamless handoffs, and drive growth opportunities, with Product to channel customer insights and build consumption-driving features, and with Customer Success leadership to continuously optimize our scaled engagement model.
Matching Summary
The Scaled CSM will pioneer digital-first and one-to-many customer engagements that drive adoption, stickiness, retention, and expansion at scale.
Salary
$200,000—$260,000 USD
Skills & Requirements
Must-have
scaled customer engagement
digital-first touchpoints
AI-powered processes
one-to-many programs
technical guidance
customer insights
Nice-to-have
systems thinking
process orientation
data-driven mindset
AI enthusiasm
building in ambiguity
Key Requirements
3-5+ years in customer-facing roles
Experience with digital-first or tech-touch customer engagement