Founding Scaled Customer Success Manager

The role

You will own adoption, retention, and growth for a portfolio of 100–200+ Scaled accounts. You will also build the systems, infrastructure, and operating models to support this segment.

What you will do

• Own adoption, retention, and expansion outcomes for 100–200+ Scaled accounts
• Keep usage and adoption high using automation and self-service
• Monitor account health and usage signals to catch risk and expansion opportunities
• Run renewals across actively managed and auto-renewing accounts
• Build and run one-to-many programs like onboarding cohorts, webinars, and documentation
• Develop account health tracking methodology from the ground up
• Partner with RevOps, Marketing, and Engineering to build scaled CS infrastructure
• Design the operational cadence for the segment
• Build reporting in Hex and with other AI tools
• Translate portfolio-wide patterns into prioritized input for Product

Required qualifications

• 3–7 years in customer success, account management, CS operations, sales, or lifecycle/growth, including a high-volume portfolio
• Experience building scaled or digital CS programs from scratch, or working as one of the first hires in a scaled CS role
• Technically fluent and self-sufficient with data: product analytics and usage, pulling data with AI tools, and building tooling with AI
• Hands-on with a modern GTM and support stack including Pylon, Hex, HubSpot, Salesforce, and Claude
• Excellent written and verbal communication
• Series A/B/C or fast-paced SaaS experience

Nice to have

• Experience defining or re-segmenting a customer base, or standing up a support model for a new segment
• Background in customer marketing, growth, or RevOps
• Familiarity with research operations or market research

About the company

Outset provides AI-powered user interviews for qualitative insights. The company is backed by top Silicon Valley investors and serves global brands.