Customer Success Manager, Scaled Programs

Description

ActivTrak is seeking a Customer Success Manager for our Scaled team to drive customer success at scale through strategic program design, data-driven insights, and automated engagement. In this role, you'll work with customer segments using a combination of 1:many and 1:few methodologies, creating playbooks and leveraging technology to deliver personalized experiences efficiently. This position is ideal for professionals who combine analytical thinking with customer empathy and excel in fast-paced environments and have experience effectively managing a large group of accounts at scale. As a Scaled CSM, you'll be involved in all aspects of managing the long-tail, scaled customer base.

Key Responsibilities

• Assist in onboarding new customers onto our platform, guiding them through the setup process, training, and ensuring a smooth transition as it relates to their use case
• Support customers across diverse markets, including LATAM regions, delivering exceptional service through multilingual communication when needed
• Identify & develop customer archetypes based on business objectives, challenges,and KPIs
• Provide ongoing training, support, and guidance to customers, empowering them to maximize the value of ActivTrak
• Partner in the development and execution of tailored journeys/plans for customer segments- outlining clear objectives, milestones, and success criteria

• Monitor customer usage and engagement metrics, identifying opportunities for optimization and improvement against those success criteria

• Proactively identify risks and potential issues, implementing mitigation strategies to ensure customer satisfaction and retention
• Conduct business reviews and present insights to customer groups to drive value
• Develop and implement data-driven renewal and expansion strategies for customer segments
• Act as a voice of the scaled/VSB customer within the organization, advocating for product enhancements and feature requests based on customer feedback
• Collaborate with cross-functional teams, including Sales, Product Marketing, Lifecycle Marketing, RevOps, BI, and Customer Education to ensure alignment on customer needs and priorities

• 1-2 yrs of Customer Success experience, preferably with a large, scaled book of business
• Experience with Customer Success Platforms (ChurnZero, Gainsight)
• Proficiency with Salesforce. Experience using PowerBI is a plus
• Proficiency in conversational Spanish is a plus, enabling effective support for Spanish-speaking customers
• Highly organized and self directed with the ability to juggle multiple priorities concurrently
• Ability to communicate effectively across written and verbal channels, tailoring messages for different audiences and segments
• Demonstrate critical thinking and creative problem-solving for segment challenges
• Track record of driving measurable improvements in retention, adoption, or expansion metrics
• A clear understanding of customer outreach methodology and effective management of “tech touch” customer engagement to drive positive customer retention outcomes
• Understanding of SaaS business models, customer lifecycle management, and retention metrics
• Comfortable working autonomously while knowing when to escalate and collaborate

Work environment

• Competitive compensation and benefits
• Position is remote within US
• Minimal travel
• Limited physical demands

This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company. If you have a proven track record of creative thinking, a drive for learning, and a deep commitment to collaboration, we want to talk to you!

ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.