Scale Customer Success Manager

The Role

We are seeking an experienced Scale Customer Success Manager to join our Customer Success team for a temporary, short-term period. This role is responsible for managing a large portfolio of customers through a combination of automated workflows, digital engagement strategies, AI-assisted customer success practices, and targeted customer interactions.

The Scale CSM will help drive customer retention, product adoption, customer satisfaction, and growth opportunities across a high-volume customer base. This role requires strong customer relationship skills, comfort working with customer success technology, and the ability to use data, automation, and internal systems to prioritize engagement at scale.

The ideal candidate is comfortable leveraging tools such as ChurnZero, Salesforce, Forethought, reporting dashboards, and automated customer journeys to identify risk, support adoption, improve customer outcomes, and ensure customers are connected to the right resources at the right time.

Key Responsibilities

Portfolio Management

• Manage a large portfolio of customer accounts through a combination of automated outreach, digital engagement programs, AI-assisted workflows, and targeted customer interactions.
• Maintain awareness of customer health, engagement, adoption, product utilization, lifecycle stage, and customer sentiment across assigned accounts.
• Use ChurnZero, Salesforce, Forethought, reporting dashboards, and other customer success technologies to prioritize customer outreach and identify opportunities for engagement.
• Monitor health scores, usage trends, alerts, journeys, customer feedback, and other risk indicators to proactively identify accounts requiring follow-up.
• Conduct proactive outreach focused on value realization, product adoption, best practices, regulatory changes, customer education, and success planning.
• Ensure customers are connected to the appropriate internal resources, including Support, Product, Solution Advisory, Training, Renewals, Sales, and Customer Success leadership.

Customer Retention & Risk Management

• Identify at-risk customers early through customer health data, usage trends, support activity, customer feedback, lifecycle indicators, and automated alerts.
• Develop and execute retention strategies designed to improve customer outcomes, increase product adoption, and mitigate churn risk.
• Document customer concerns, product feedback, business risks, outreach activity, and mitigation plans within Salesforce, ChurnZero, and other applicable systems.
• Partner with Customer Success leadership on escalated customer situations, renewal risks, product concerns, and account strategy.

Product Adoption & Customer Success

• Drive awareness and adoption of product functionality, enhancements, new releases, and available services.
• Promote customer engagement through webinars, digital campaigns, automated journeys, training resources, product communications, and best practice guidance.
• Help customers understand how Ncontracts solutions support their business objectives, compliance needs, and risk management goals.
• Guide customers toward available resources, internal experts, training materials, and support channels to improve product utilization and long-term success.
• Encourage adoption of key platform functionality to help customers maximize value from their solutions.

Customer Success Technology & Automation

• Utilize ChurnZero, Salesforce, Forethought, and other customer success technologies as core tools for portfolio management, customer engagement, risk tracking, and documentation.
• Execute customer engagement strategies through automated workflows, customer journeys, digital campaigns, and AI-assisted customer success processes.
• Monitor customer health scores, lifecycle stages, alerts, product usage, renewal indicators, sentiment trends, and engagement activity.
• Use Forethought and other AI-enabled tools to improve efficiency, consistency, case visibility, and customer response quality where applicable.
• Maintain accurate customer records, account notes, risk records, lead submissions, activities, and customer communications within applicable systems.
• Provide feedback on opportunities to improve automation, customer journeys, health scoring, risk identification, reporting, and customer engagement programs.

Expansion & Growth

• Identify customer opportunities for additional products, services, training, advisory support, or solution expansion.
• Collaborate with Sales, Solution Advisory, Renewals, and Revenue teams on lead generation and customer growth opportunities.
• Provide context regarding customer goals, challenges, usage, feedback, and business needs to support expansion conversations.

Customer Advocacy

• Serve as a voice of the customer by communicating recurring feedback, product enhancement opportunities, customer pain points, and market trends.
• Advocate for customer needs while balancing business priorities, operational scalability, and available resources.
• Contribute ideas and feedback that improve customer outcomes, product adoption, customer communications, and retention.

Operational Excellence

• Maintain high standards for account documentation, customer follow-up, system hygiene, and process execution.
• Follow established Customer Success processes for account management, risk records, lead submissions, terminations, renewals, customer communications, and internal collaboration.
• Use reporting and analytics to prioritize work, manage competing responsibilities, and identify customer trends.
• Participate in ongoing training, enablement, process improvement, and technology adoption initiatives.
• Support departmental goals related to retention, customer satisfaction, adoption, expansion, operational efficiency, and scalable customer engagement.

Required Qualifications

• 3+ years of Customer Success, Account Management, Relationship Management, or related customer-facing experience.
• Experience managing a high volume of customer relationships simultaneously.
• Experience working in B2B SaaS, technology, fintech, financial services, compliance, risk management, or another customer-focused business environment.
• Experience utilizing customer success or CRM platforms such as ChurnZero, Salesforce, Gainsight, HubSpot, or similar technologies.
• Comfort using automated workflows, customer journeys, dashboards, health scoring, reporting, and customer data to prioritize work.
• Strong analytical skills with the ability to interpret customer health metrics, usage trends, engagement data, and risk indicators.
• Strong written, verbal, and presentation communication skills.
• Demonstrated ability to build relationships, influence outcomes, and guide customers toward appropriate resources.
• Strong organizational skills with the ability to manage competing priorities across a high-volume portfolio.
• Ability to work cross-functionally with Support, Product, Sales, Renewals, Solution Advisory, and Customer Success leadership.

Preferred Qualifications

• Experience supporting financial institutions, fintech organizations, SaaS customers, compliance programs, risk management solutions, or regulated industries.
• Experience working within a scaled, digital-first, or lower-touch customer success model.
• Experience using AI-powered customer engagement tools, automated workflow platforms, or digital customer success programs.
• Familiarity with ChurnZero journeys, Salesforce account management, Forethought workflows, customer health scoring, customer lifecycle management, or similar tools and processes.
• Experience identifying retention risks and executing customer success plans.
• Experience identifying customer growth opportunities and partnering with Sales or Solution Advisory teams.
• Experience contributing to process improvement, reporting, customer enablement, or scalable customer engagement initiatives.
• Bachelor’s degree preferred.

Key Competencies

• High-volume customer portfolio management
• Digital-first customer success
• Customer retention and risk mitigation
• Product adoption strategy
• ChurnZero utilization
• Salesforce utilization
• Forethought and AI-enabled workflow adoption
• Automated customer journeys and outreach
• Data-driven decision making
• Customer communication
• Customer advocacy
• Cross-functional collaboration
• Process execution
• Problem solving
• Adaptability and continuous learning
• Business acumen

Success Measures

The Scale Customer Success Manager is expected to contribute to:

• Customer retention and renewal outcomes
• Product adoption and utilization
• Customer satisfaction and engagement
• Timely identification and mitigation of customer risk
• Effective use of ChurnZero, Salesforce, Forethought, and related customer success technologies
• Quality and accuracy of customer documentation and account management practices
• Successful execution of automated outreach, customer journeys, and digital engagement programs
• Identification of customer growth and expansion opportunities
• Scalable and consistent customer experience across a large portfolio