Scaled Customer Success Manager

Ovii's Interpretation of the Role

The Scaled Customer Success Manager will own the post‑sales journey for a growing portfolio of startup and SMB customers, driving adoption, retention, and expansion. The role blends data‑driven customer health monitoring with building scalable onboarding, education, and automation programs.

Role Snapshot

• Own end‑to‑end customer journey
• Drive product adoption & retention
• Build repeatable onboarding & lifecycle programs
• Partner with Sales, Product, Engineering
• Create playbooks, webinars, and enablement assets
• Scale CS operations via automation & AI

Must-Have Requirements

• Customer Success
• Technical Customer Success
• Account Management
• Solutions Consulting
• High‑growth B2B SaaS experience
• Data‑driven approach
• Strong written & verbal communication
• Organizational & prioritization ability
• Product intuition & customer empathy
• High ownership & ambiguity tolerance
• Builder mindset for playbooks & processes
• Commercial awareness of adoption‑driven growth
• Comfort with AI automation tools
• Scaled portfolio management
• SaaS environment

Nice-to-Have Signals

• Developer tools / APIs / AI product experience
• Supporting technical buyers (engineers, product teams)
• Designing customer education programs & lifecycle campaigns
• Technical buyer support
• Customer education program creation

Work Setup

• Location: San Francisco, USA
• Work mode: ONSITE
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: yes

Not Specified in JD

• Visa sponsorship details
• Salary range
• Remote eligibility
• Education requirement

What You'll Likely Work On

• Own onboarding through renewal for a portfolio of startup and SMB customers
• Accelerate product adoption and ensure successful onboarding experiences
• Design and launch repeatable onboarding, education, and lifecycle campaigns that can scale to thousands of users
• Monitor health metrics, spot risk signals early, and implement retention tactics
• Collaborate with Sales to surface expansion opportunities based on usage and adoption
• Act as the go‑to product expert, guiding customers on best practices
• Produce scalable assets such as playbooks, documentation, webinars, and office‑hour sessions
• Channel customer feedback to Product and Engineering to shape the roadmap
• Continuously improve CS processes through automation, AI, and system enhancements

Good Fit If You Have

• Enjoys building playbooks and systematic processes
• Comfortable using AI tools to automate repetitive tasks
• Has experience supporting technical buyers like engineers or product teams