Scaled Customer Success Manager

Canada: Select locations · Canada · US · CAD 142,400-192,600 · 4+ years experience · Full-time · Remote · Posted Oct 1, 2026

At a glance

The Scaled Customer Success Manager drives adoption, value realization, and renewal readiness for a portfolio of mid-market and small business customers.
This role utilizes customer and product signals to deliver targeted campaigns, group programs, and personalized outreach.
The position acts as a central coordinator between the Programmatic and Digital Customer Success team and the Renewals Desk.

Own adoption, customer health, and renewal readiness across a scaled customer portfolio.
Provide focused engagement for a priority group of customers and deliver executive-level portfolio and forecast updates.
Design and execute targeted campaigns and scaled touchpoints to help customers adopt capabilities and address risks.
Coordinate between Programmatic and Digital Customer Success and the Renewals Desk for timely handoffs and save plays.
Manage shared inbound customer email channels, triaging and resolving requests.
Use data to segment customers, identify patterns, and improve playbooks and workflows.
Engage customers directly to validate signals, understand sentiment, or gather product feedback.
Synthesize customer voice and share actionable insights with Product, Marketing, Sales, and Support teams.
Identify and qualify customer-backed growth opportunities as Customer Success Qualified Leads (CSQLs) for Sales.

4+ years of experience in B2B SaaS Customer Success, Account Management, Digital Customer Success, or lifecycle programs.
Recent experience managing or influencing customer renewals with measurable examples of retention outcomes.
Demonstrated success managing outcomes across a high-volume portfolio using one-to-many and 1:1 engagement.
Strong analytical judgment and fluency in SaaS retention metrics including renewal rate, churn, and expansion.
Experience designing or executing customer lifecycle, adoption, or renewal-readiness campaigns.
Excellent written and verbal communication skills for customer-facing content and discovery conversations.
Ability to coordinate across cross-functional teams to move retention and growth outcomes forward.
Experience with Customer Success platforms, CRM systems, marketing automation, or business intelligence tools.

Experience working in a Customer Success model that partners with a centralized Renewals Desk.
Experience facilitating webinars, office hours, group enablement, or customer communities.
Experience applying test-and-learn methods to improve engagement or conversion outcomes.
Experience supporting collaboration, productivity, content, or AI-enabled SaaS products.