Customer Success Manager of Scaled Customers

As the Customer Success Manager of Scaled Customers, you will lead the strategy and execution of a scalable, technology-enabled customer success program aimed at driving product adoption, satisfaction, and retention across our SME customer segment.

You’ll focus on delivering exceptional customer experiences through digital touchpoints, leveraging automation, in-app guidance, and data-driven engagement strategies. Experience of leveraging onboarding and engagement tools such as Userpilot, Pendo, Appcues and CRM tools such as Salesforce and Hubspot is essential.

You will be responsible for overseeing the SME Customer Success Managers, ensuring our smaller customers consistently derive maximum benefit from our cybersecurity awareness training platform. This role requires a blend of customer-centric thinking, digital program design, and a strong understanding of tech-enabled customer success

levers.

Key Responsibilities:

• 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.

Experience & Qualifications:

• 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.

Performance Metrics:

• Digital Engagement: Increase in product usage metrics, onboarding completion rates, and engagement with in-app or email campaigns.

• Customer Retention: Improvements in renewal rates, reduced churn, and higher customer health scores.

• Adoption & Success: Growth in adoption of key features/functionality and time to-value reduction.

• Self-Service Efficiency: Utilization of digital resources and reduced support ticket volume.

• Program Performance: Attendance and impact of digital initiatives such as webinars, training modules, and product tours.

• Team Performance: Achievement of KPIs across the SME Customer Success Managers you oversee.

• Customer Satisfaction: Improvements in CSAT, NPS, and qualitative feedback related to digital and team-led touchpoints