Scaled Customer Success Manager

About the role

We are seeking a Scaled Customer Success Manager to join a global media‑technology company’s Customer Success team. In this high‑volume, low‑touch role you will oversee a portfolio of 100+ SMB and Mid‑Market customers, using data, technology and repeatable processes to drive adoption, retention and growth at scale.

Key responsibilities

• Manage a high‑volume portfolio of 100+ SMB and Mid‑Market customers, serving as their primary point of contact.
• Own renewal and expansion strategies, identifying upsell and cross‑sell opportunities.
• Monitor customer health and product usage to spot risks and opportunities, turning data into actionable insights.
• Become a trusted expert on the company’s platforms, advising customers on industry trends and best practices.
• Contribute to scalable Customer Success initiatives, improving workflows, processes and engagement efficiency.
• Partner with Sales, Product and Engineering to champion customer needs and support growth.
• Maintain accurate CRM data, forecasting and customer information.

Required profile

• 3+ years of experience in Customer Success, CS Operations, or a related SaaS role in a scaled environment.
• Proven track record managing 100+ accounts or a high‑volume customer portfolio.
• Experience driving adoption, satisfaction, renewals and expansion with SMB customers.
• Strong analytical skills with confidence interpreting usage data and dashboards.
• Excellent written and verbal communication in English.
• Organizational ability to manage multiple workflows and priorities.

Required skills

• Salesforce
• Customer Success platforms (forecasting, data hygiene)
• Data analysis and dashboard interpretation
• High‑level understanding of video formats, ingest, delivery and distribution