[Remote] Customer Success Manager, Scale

Note: The job is a remote job and is open to candidates in USA. Centralize is a company building a relationship intelligence platform for navigating trust in complex deals. The Customer Success Manager, Scale will partner with the Head of Customer Success to onboard and support mid-market and growth-stage customers while driving product adoption and retention.

Responsibilities

• Serve as the primary point of contact for a portfolio of customers, owning their outcomes end-to-end
• Manage onboarding, implementation, and adoption for new customers - getting them live, active, and realizing value quickly
• Run customer trainings, onboarding sessions, and executive business reviews
• Monitor and prioritize your book of business using customer health signals, proactively identifying at-risk accounts and escalating appropriately
• Drive product adoption, engagement, retention, and expansion opportunities across your portfolio
• Own renewals and support expansion conversations in partnership with your Account Executive
• Build and maintain scalable onboarding, implementation, and customer success playbooks that can serve customers at volume
• Develop and deliver self-serve training content, help documentation, and education programs that empower customers to become self-sufficient
• Own the support experience for your book — triaging, routing, and quarterbacking resolution for customer issues in partnership with Engineering
• Work cross-functionally with Sales, Engineering, and Leadership to improve the customer experience
• Act as the voice of the customer — synthesizing feedback from your portfolio and partnering closely with Product and Engineering on feature requests and roadmap input
• Proactively flag insights, trends, and risks from your book to inform broader business decisions

Skills

• 3+ years of experience in Customer Success, Implementation, Technical Account Management, or a related customer-facing role
• Experience onboarding and supporting customers in a B2B SaaS environment
• Strong project management skills
• Comfortable leading conversations with both end users and executive stakeholders
• Highly organized, proactive, and naturally take ownership
• Strong problem-solving skills and ability to operate with limited structure
• Excited to work in a fast moving startup environment and help build a function from the ground up
• Strong technical curiosity and ability to learn complex workflows quickly

Company Overview