About the job:

The Customer Success Manager, Scaled Programs is part of our Growth and GTM Strategy organization, within the Scaled Success Global team. This role is responsible for managing a portfolio of 80-120 customer accounts and owning the full customer lifecycle from onboarding through adoption, risk management, and renewal execution. You will run your book of business with an ownership mindset, using data, AI tools, and scalable engagement models to drive retention and customer value. This role reports to the Manager, Scaled Programs (EMEA) and is a critical contributor to protecting our annual recurring revenue.

What you will do:

• Drive customer retention and value realization across your full portfolio by managing the complete customer lifecycle from onboarding through renewal, using digital-first engagement and strategic human touch-points.
• Execute renewal transactions end to end, including contract negotiations, pricing discussions, and renewal closing, while identifying and handing off expansion opportunities to the appropriate sales team.
• Deliver proactive, signal-based engagement by monitoring customer health metrics, usage patterns, and risk indicators, then executing targeted outreach based on customer needs and milestones.
• Use AI and other tools actively in your day-to-day workflow to prioritize accounts, draft communications, interpret signals, and work efficiently across a high-volume portfolio.
• Contribute to how we operate as a team: flag gaps in playbooks, surface what is and is not working, and bring proposed improvements without waiting to be asked.
• Partner cross-functionally with onboarding, product specialists, sales, and support to ensure seamless customer experiences and escalate complex issues early and clearly.

What you will need to succeed:

• Customer success or account management experience managing portfolios of accounts, preferably in a scaled, digital-first, or SMB environment.
• An ownership mindset: you treat your book like a business, take accountability for your outcomes, and do not wait for a playbook before taking action.
• AI fluency in your daily workflow. You use AI tools to prioritize, draft, research, and work efficiently. You do not need to be an engineer, but you should be curious, experimental, and honest about what is working.
• An analytical mindset to interpret customer health data, usage metrics, and signals to prioritize engagement and identify risk.
• Strong communication across formats: email, video, webinars, and live calls.
• Comfort with technology and systems including CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement tools.
• Adaptability and a growth mindset that shows up as behavior: you test approaches, share what you learn, and adjust when something is not working.
• Experience working with Product Analytics tools would be ideal

Nice to have:

• Experience executing renewals or working in a dedicated renewals capacity.
• Experience with SaaS products or digital analytics tools such as Contentsquare, Heap, Hotjar, or similar platforms.
• Experience in a high-growth or post-acquisition environment where the playbooks were still being written.
• Additional European languages.