Scale Customer Success Manager

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Saturday, June 1, 2024

Scale Customer Success Manager

  • Customer Success
  • New York


The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering teams to fulfill their goals.

The Scale CSM is an exciting role at Scale CSM’s work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of

Our team is growing and we are looking for a CSM to join our team in our NYC office, support our customers, retain them, and help them grow by leading initiatives and collaborating with different stakeholders.

Part coach, project manager, consultant, and product expert, our Scale Customer Success Managers are continually focused on helping our customers improve their team collaboration and communication and be successful with

About The Role

  • Follow the Scale practices and strategy for each customer based on data analysis and the customer's needs
  • Identify, design, and being able to achieve the customer's goals in a short-term relationship
  • Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio
  • Engage 1:1 with targeted customers at key points in the customer journey to ensure the adoption of and growth
  • Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, custom training/webinars, new collateral, and hosting office hours
  • Be a role model, sharing client success methodology with members of your immediate team as well as cross-department.
  • Represent the voice of the customer and influence the product development roadmap.
  • Partner with Consulting and Product teams to ensure the customers' retention and maximize the account potential and experience


  • 2+ years of B2B customer success, account management, or consulting experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100)
  • High prioritization skills and process orientation
  • Context switching - manage different (multiple) accounts at different stages in the life cycle
  • Ability to embrace the mindset of continuous improvement and actively contribute to the CS processes and practices
  • Superb written and verbal communication skills
  • Positive attitude, empathy, and high energy
  • Ability to take initiative and adapt
  • Strong customer-facing and presentation skills with the ability to establish credibility with executives
  • BA or BS degree

Visa sponsorship for this role is currently not available. is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

For New York-based hires only: Compensation Range: $80,000 - $120,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or RSUs based on Company’s plans and in accordance with Company’s policies. Compensation finally awarded to the candidate will be commensurate with the candidate’s skills and experience. Compensation ranges for candidates in locations outside of Colorado may differ based on the cost of labor and such additional factors for such other locations.