Scaled Customer Success Manager | Fully Remote US

As a Scaled Customer Success Manager (CSM) you will be responsible for driving adoption, retention and growth across a large portfolio of customers through proactive, structured, one to many engagement rather than traditional 1:1 account management. This role owns a segment of 200+ customers, using automated workflows and campaigns, group enablement sessions and data informed interventions to ensure every customer receives the right guidance at the right time. Success is measured by the CSM’s ability to build and run scalable, repeatable programs that reach the portfolio efficiently, reserving 1:1 engagement only where it is most warranted.

What You’ll Do

🎯 Account Management & Strategic Direction

• Own adoption, retention and growth outcomes for a portfolio of 200+ mid market customers
• Design and run scalable, repeatable programs to proactively drive progress towards desired business metrics and outcomes  
• Triage and respond to inbound customer queries and escalations
• Keep account data accurate and current for the portfolio (Salesforce)
• Lead initiatives with customers to drive positive Net Promoter and candidate experience scores
• Build broad relationships with key account contacts and internal partners on the sales, product and engineering teams
• Partner with the Hirevue Strategic Sales team to identify growth and expansion opportunities within your account base.

💡 Subject Matter Expert / Advocate

• Partner with customer on Hirevue product offerings, best practices & processes, and lead customers to effectively integrate Hirevue into those processes
• Advocate for customers internally helping build and maintain strong partnerships with the sales, product management and marketing teams 

What You Bring to the Table

• Experience: 2+ years in Customer Success, Account Management, SaaS/Tech consulting, or project/change management.
• Industry Savvy: Intermediate working knowledge of the Human Resources or Talent Acquisition Function a plus
• Tech Stack: Proficiency with Salesforce and Microsoft Office Suite.
• Experience in leading client relationships in software as a service or technology environments
• Experience with sales, consulting, training, or leading new initiatives in a corporate environment
• Experience in project/change management