Scaled Customer Success Manager

BeyondTrust

Scaled Customer Success Manager at BeyondTrust managing 100-150 customers in the cybersecurity sector. Ensuring customer value realization and product adoption through scalable engagement.

Posted 4/27/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage a portfolio of 100–150 customers across a scaled engagement model.
Prioritize accounts effectively using data, health indicators, and lifecycle triggers.
Onboard accounts effectively, setting customers up for accelerated adoption of our products.
Deliver consistent, repeatable touchpoints through digital, one-to-many, and automated channels.
Partner closely with Sales to define customer success criteria before contract signature, or collaborate post-sale to determine the best approach for engaging with existing customers to drive adoption.
Ensure a smooth transition from sales to post-sales by clearly understanding customer goals, timelines, and priorities.
Lead customers through the defined adoption plan and hold them accountable to agreed timelines.
Influence decision-makers and end-users to drive product usage, behavioural change, and time-to-value.
Provide guidance and best practices to help customers achieve measurable outcomes that align with their goals.
Analyse customer data, product telemetry, and trend patterns to identify risk and opportunity across your book.
Use insights to target interventions, personalise scaled programs, and inform broader Customer Success initiatives.
Own adoption and retention metrics across your customer segment.
Proactively identify churn risks and drive actions to mitigate them.
Consistently aim to exceed quarterly adoption, usage, and retention targets.
Provide feedback to Product, Sales, and Customer Success teams based on customer trends and market needs.
Contribute to scaled content, playbooks, and programs that improve customer experience at scale.

Requirements

What you’ll need

Experience in Customer Success, Account Management, or a customer-facing role within a SaaS environment.
Strong multitasking skills and comfort managing a high volume of customers.
Ability to analyse data sets, spot trends, and translate insights into action.
Excellent communication and influencing skills - comfortable guiding customers toward their goals, demonstrating return on investment.
A driven, proactive mindset with a passion for helping customers succeed.
Highly organized, self-motivated, and adaptable to change.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysiscustomer onboardingcustomer success metricscustomer retention strategiestrend analysisSaaS experiencecustomer engagementadoption planningrisk identificationintervention targeting

Soft Skills

multitaskingcommunicationinfluencingproactive mindsetorganizational skillsself-motivationadaptabilitycustomer advocacygoal orientationrelationship management