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Customer Success Manager – Scaled Customers
MetaComplianceCustomer Success Manager leading technology-enabled customer success programs for SME customer segment. Driving product adoption, satisfaction, and retention through digital touchpoints and engagement strategies.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and executing digital-first customer success strategies, utilizing tools like Userpilot and Pendo to enhance customer engagement and satisfaction. Proven leadership in managing customer success teams and optimizing customer journeys through data-driven insights.
Highest-signal resume keywords
Customer Success ManagementDigital Onboarding ToolsData Analysis and MetricsProgram Development and ExecutionTeam Leadership and Coaching
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SuccessDigital ExperienceSaaS OnboardingCohort AnalysisAutomated Customer JourneysIn-App WalkthroughsCustomer Health MetricsEngagement DataProgram ManagementChurn Reduction
Soft Skills
Analytical SkillsCoachingCollaborationCommunicationPassion for Customer Experience
Tools & Technologies
UserpilotPendoWhatfixCustomer Engagement Platforms
Industry Keywords
SME Customer BaseDigital ContentCustomer SatisfactionCSATNPSA/B TestingCustomer FeedbackProduct Roadmaps
About the role
Key responsibilities & impact- Design and lead a digital-first customer success strategy tailored to the SME customer base, using automation, in-product guidance, and digital content to drive adoption and satisfaction.
- Execute and optimize one-to-many programs (e.g., onboarding flows, webinars, self-service campaigns) that support customers across their journey.
- Utilize tools such as Userpilot, Pendo, or Whatfix to implement in-app onboarding, training, and engagement experiences.
- Oversee the SME Customer Success Managers, coaching them to deliver consistent, high-quality engagements across the long tail of our customer base.
- Monitor customer usage data to identify trends, segment behaviour, and inform program improvements.
- Collaborate with Product, Marketing, and Support to create seamless digital experiences and ensure that customer feedback informs product roadmaps.
- Measure and report on key success metrics, including product adoption, feature usage, churn reduction, and CSAT/NPS scores.
- Continuously A/B test and iterate digital initiatives to maximize their impact on customer outcomes.
- Contribute to overall CS strategy with a focus on scaling success through low touch, high-impact digital experiences.
Requirements
What you’ll need- 5+ years of experience in Customer Success, Digital Experience, or SaaS onboarding, including 2+ years in a leadership or team oversight role.
- Hands-on experience with digital onboarding tools (e.g., Userpilot, Whatfix, Pendo) and other customer engagement platforms.
- Proven ability to create and manage scalable programs that increase adoption, reduce churn, and improve customer satisfaction.
- Strong analytical skills with a deep understanding of customer health metrics, cohort analysis, and engagement data.
- Experience designing automated customer journeys, in-app walkthroughs, or digital playbooks.
- Demonstrated success overseeing or coaching customer success teams within a technology or SaaS environment.
- Passionate about leveraging technology to enhance the customer experience and drive measurable outcomes.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options