Scaled Customer Success Manager

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role

As a Scaled Customer Success Manager, you will own a high-volume customer portfolio and play a key role in ensuring customers realize the value of our solutions at scale. You will work closely with Sales to define success criteria during or post the sales cycle, guide customers through their adoption journey, and proactively drive outcomes that support retention and growth. You will excel in a fast-paced environment, balancing data-driven insights with a strong customer-centric approach to deliver a consistent, high-quality experience across your book of business.

What You’ll Do

Customer Portfolio Management

• 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.

Pre-Sales & Sales Cycle Collaboration

• 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.

Driving Adoption & Customer Outcomes

• 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.

Data Driven Decision Making

• 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.

Retention & Performance

• 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.

Cross-Functional Collaboration

• 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.

What You’ll Bring

Skills & Experiences

• 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.

What Success Looks Like

• Customers successfully adopt the product according to the timelines you set.
• Increased retention rates within your assigned segment and improved customer health across your portfolio.
• Scalable, repeatable processes that elevate the customer experience.
• Strong partnership with Sales and internal teams.
• Consistent overachievement of adoption and retention targets.