Manager of Scaled Customer Success
Leadfeeder
About the position
Join a remote-first team to modernize Customer Success at scale, ensuring customers achieve value quickly and renew their subscriptions.
Tech stack
- customer-success
- data-literacy
- ai
- salesforce
- intercom
Requirements
Required:
- Experience running CS at scale — named coverage, pooled/tech-touch, or a mix.
- A track record of managing and developing people across genuinely different ways of working on one team.
- Real exposure to digital or programmatic CS within B2B SaaS: lifecycle campaigns, automated outreach, one-to-many enablement.
- Strong data literacy — the judgement to turn usage and health data into coverage decisions, not just dashboards.
Nice to have:
- Product-led or high-velocity SaaS experience, serving a large volume of smaller customers.
- Familiarity with Salesforce, Intercom, round-robin scheduling, or sales engagement platforms.
Responsibilities
- Own named coverage: a small CSM team working a defined portfolio — driving stalled adoption, securing renewals.
- Design programs that reach thousands of customers without a named owner: lifecycle campaigns, office hours, webinars.
- Read renewal load, expansion signals, and onboarding volume across the team every week, and act on them.
- Apply AI to scale reach across the long tail and get more from the signals we already collect.
Benefits
- The chance to work with a very knowledgeable, high-achieving and fun team.
- An international, diverse, dynamic and committed work environment.
- The opportunity to work remotely, with a flexible work schedule.
- Mental health support with Auntie.