Customer Success Manager (Scaled Success)
Customer Success Manager (Scaled Success)
We’re building a Scaled Success function within our Customer Success team to deliver proactive, structured, one-to-many engagement for our growing Mid-Market customer base. This is not a traditional CSM role. As a Scaled Success Customer Success Manager, you’ll own adoption, retention, and growth – delivered through scalable, repeatable programs rather than 1:1 customer management.
You’ll manage a large portfolio of accounts using automated workflows, lifecycle campaigns, group enablement sessions, and data-informed interventions. Your mission is to ensure every customer gets the right guidance at the right time to maximise value from their JobAdder investment.
This role sits at the intersection of customer education, program design, product adoption, revenue retention, and growth, focused entirely on the post-onboarding customer journey.
What You’ll Do
– Deliver scalable customer success programs via automated messaging, lifecycle cadences, webinars, and group events.
– Run targeted post-onboarding initiatives to close activation gaps, reinforce value, and support renewals.
– Use customer insights to drive product adoption, upskilling campaigns, and high-value feature usage.
– Own the renewal process end-to-end, managing forecasts, outreach, pricing, and plan transitions.
– Identify and address churn risks early using behavioral signals, account trends, and support interactions.
– Lead strategic 1:few and selective 1:1 engagements to deepen adoption, plan success strategies, and uncover growth opportunities.
– Act as the primary contact for your book of business, resolving queries, coordinating escalations, and maximising platform value.
– Track engagement activity, leverage data to prioritise actions, and collaborate cross-functionally to continuously improve programs.
About You
– Experience in Customer Success, Lifecycle Management, Growth, or Enablement roles within a B2B SaaS environment
– Skilled at managing a high-volume customer portfolio using systems, automation, and structured communication
– Strong communicator – equally comfortable creating impactful emails, leading webinars, or driving cohort-based discussions
– Adept at identifying adoption patterns and delivering enablement that moves the needle for customers
– Comfortable working cross-functionally and influencing internal teams through data, trends, and customer feedback
– Bonus: Experience in recruitment tech, HR software, ATS, or CRM platforms
Why Join Us?
You’ll help shape the future of how we deliver Customer Success at scale. This role sits at the center of a strategic shift – ensuring every customer gets value, regardless of size or touch model. You’ll work across CS, Product, and Marketing to build a scalable, proactive engine that drives product adoption, customer satisfaction, and commercial growth across our Mid-Market base.
