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Scaled Customer Success Manager

OutsetSan FranciscoCustomer Success
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Salary
$130K - $180K USD
Job type
Full-time
Work mode
Remote
Posted
10 Sept 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Scaled Customer Success Manager position at The AI in San Francisco is a full-time, remote-friendly role focused on driving adoption, retention, and expansion across a portfolio of 100 to 200 plus accounts. This position is ideal for professionals with three to seven years of experience in customer success, account management, sales, or growth who thrive in fast-paced startup environments and enjoy designing scalable operational processes from the ground up.

Key Responsibilities

Manage a robust portfolio of 100 to 200 plus Scaled accounts, guiding them seamlessly from onboarding through renewal.
Maintain strong engagement in a lower-touch environment by utilizing automation, self-service tools, and structured programs before scheduling meetings.
Track usage patterns and account health indicators to spot retention risks and expansion chances early.
Handle renewals across a combination of automated and actively managed accounts alongside the wider customer success team.
Develop one-to-many engagement strategies including onboarding cohorts, webinars, live office hours, documentation, and tailored success plans.
Establish a brand new account health scoring framework to determine relevant signals, weighting, and automated triggers.
Collaborate across departments with RevOps, Marketing, and Engineering teams to implement usage tracking, alerts, lifecycle triggers, and automated communications.
Establish operational rhythms for the Scaled segment, defining communication schedules, issue routing, and escalation procedures.
Generate reporting dashboards using Hex and AI applications to provide leadership with clear insights into adoption and segment health.
Translate widespread portfolio trends into valuable feedback for product qualifications.

Requirements

Bring three to seven years of professional experience in customer success, account management, CS operations, sales, or lifecycle and growth within a high-volume portfolio.
Demonstrate past success in building digital or scaled customer success programs from the ground up or serving as an early hire in a scaled role.
Technical fluency and data self-sufficiency, including working with product analytics, usage metrics, AI tools, and building custom tooling.
Hands-on familiarity operating within modern go-to-market and support stacks like Pylon, Hex, HubSpot, Salesforce, and Claude, with a strong reliance on daily AI usage.
Outstanding written and verbal communication skills.
Background working in Series A, B, or C stage companies or fast-moving SaaS firms, displaying a proactive mindset when handling ambiguity.

Nice to Have

Prior experience redefining or re-segmenting client bases or launching support models for emerging segments.
Background knowledge in growth, RevOps, or customer marketing.
Familiarity with market research or research operations.

Skills and Tools

Customer Success and Account Management
Data Analytics and Product Metrics
AI Tools and Automation
Modern Tech Stack including Pylon, Hex, HubSpot, Salesforce, and Claude
Program Management and Lifecycle Marketing

Salary and Benefits

Annual Salary Range: $130,000 to $180,000 USD per year

About the Company

The company creates AI-powered user interviews that help global brands gather deep qualitative user insights at unprecedented speeds and scales. Backed by prominent Silicon Valley investors, the organization recently raised a Series B funding round following rapid annual business growth. The tight-knit team serves major global enterprises by establishing AI-moderated research as the modern industry standard.

How to Apply

Interested candidates should visit the official company careers page to submit their application for the Scaled Customer Success Manager position.

Questions candidates ask

What is the salary range for the Scaled Customer Success Manager role?

The annual salary for this position ranges from $130,000 to $180,000 USD.

Is this position remote?

Yes, this role is listed with remote flexibility based out of San Francisco.

How many accounts will the Scaled CSM manage?

The CSM will own a portfolio consisting of 100 to 200 plus accounts within the Scaled segment.

What tools and software are used in this role?

The team heavily utilizes a modern tech stack that includes Pylon, Hex, HubSpot, Salesforce, and Claude, along with various AI tools.

How much experience is required for this job?

Candidates must have three to seven years of experience in customer success, account management, sales, CS operations, or growth.

Ready to apply?

The application is on the official Outset careers page.

Apply on company site