About the Position 

We are seeking a proactive, customer-centric Scaled Customer Success Manager to join our global team in driving value for our mid-market customer base. This role is designed for a high-energy professional who excels at managing a large volume of accounts through a "Scaled" engagement model, balancing strategic human touch with digital efficiency.

As a Scaled CSM, you will be the front line of our human-led engagement, executing 1-to-many strategies to drive customer adoption, retention, and overall success. You will address platform complexity by partnering with Sales to guide customers through best-practice and managing at-risk accounts at scale to reduce churn and maximize value realization.

As this is a global team, this role requires the ability to work outside of standard APAC hours to align with global stakeholders and customers.

Responsibilities:

Scaled Account Management

• Partner with the Scale Sales team to identify expansion opportunities and ensure a unified approach to account growth and retention.
• Execute a high-volume engagement model for the mid-market segment, utilizing 1-to-many strategies such as group coaching, office hours, and targeted outreach.
• Manage a pooled or high-volume portfolio of accounts, ensuring customers hit key milestones in their journey.
• Serve as the "human touch" within our scaled motion, providing expert guidance on platform best practices and configuration.

Risk Management & Retention

• Deeply understand how to deliver value to diverse businesses, translating technical features into tangible business outcomes for the customer.
• Monitor customer health scores and telemetry data to proactively identify and engage at-risk accounts.
• Execute Success and Risk Playbooks for high-volume risk scenarios, such as low adoption or renewal triggers, to mitigate churn.
• Work closely with the Manager and Sales teams to lead outreach strategies for customers showing signs of health decline.

Adoption & Customer Enablement

• Drive customer adoption of key best practices by helping to lead enablement sessions and webinars.
• Contribute to the development of self-service resources and "Digital Journey" content that empowers customers to find value independently.
• Identify common customer challenges and provide feedback to Product and Engineering to improve the self-service experience.

Cross-Functional Collaboration

• Work with the Scale Operations team to provide feedback on the effectiveness of automated campaigns and digital touchpoints.
• Work with Scale leadership team to develop playbooks, content, and other resources for customers
• Collaborate with Partner Success to ensure customer accounts managed by partners are following established best practices.

Requirements:

• 3-5 years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS environment.
• +3 years experience in cybersecurity, particularly SASE (Secure Access Service Edge) and SSE (Security Service Edge) frameworks.
• Proven ability to manage a high volume of customers effectively, prioritizing tasks to maximize impact.
• Experience managing a high volume of customers and using CS technology (Gainsight preferred) and Salesforce.
• Strong communication skills, with a focus on "1-to-many" skills and the ability to simplify complex technical concepts.
• An analytical mindset with the ability to interpret customer health data to drive proactive engagement.
• A strong understanding of how secure networking and cloud solutions drive value for mid-market organizations.
• Proven ability to write engaging customer content and lead professional webinars.
• Ability and willingness to work outside of standard APAC hours to support global operations.

Education:

• Bachelor's degree preferred.

Desired Competencies:

• Value-Driven: Obsessed with ensuring customers achieve their desired business outcomes.
• Collaborative Leader: Comfortable working alongside senior leadership to influence strategy and process.
• Communicator: Strong "1-to-many" communication skills; able to simplify complex technical concepts for a broad audience.
• Problem-Solver: Ability to identify trends within a large customer base and formulate effective outreach strategies.

#LI-CV1