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Scaled Customer Success Manager Jobs (NOW HIRING)

Steer

Manager of Scaled Customer Success

Austin, TX · Remote

About the Role As the Manager of Scaled Customer Success, you will lead our Customer Success Managers, overseeing a diverse portfolio that ranges from high-touch Enterprise partnerships to our high ...

Semperis

Customer Success Manager, Scale

Hoboken, NJ · On-site

What we are looking for We are seeking a SCALE SMB Customer Success Manager to work with our Small to Medium-Sized Business Commercial, SLED, and Federal customers. You will help scale our success ...

GBG

Customer Success Manager

Atlanta, GA

... GBG scales customer engagement, value realization, and long-term partnerships. We believe that ... The Role - Customer Success Managers We are hiring two Customer Success Managers to support our ...

GBG

Customer Success Manager

Atlanta, GA · On-site

... GBG scales customer engagement, value realization, and long-term partnerships. We believe that ... The Role - Customer Success Managers We are hiring two Customer Success Managers to support our ...

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How much do scaled customer success manager jobs pay per year?

As of Jun 11, 2026, the average yearly pay for scaled customer success manager in the United States is $83,064.00, according to ZipRecruiter salary data. Most workers in this role earn between $59,500.00 and $99,000.00 per year, depending on experience, location, and employer.

What is a Scaled Customer Success Manager?

A Scaled Customer Success Manager (CSM) is a professional who manages a large portfolio of customer accounts by leveraging automation, digital touchpoints, and data-driven strategies, rather than relying solely on one-on-one interactions. Their primary goal is to ensure customer satisfaction, drive product adoption, and reduce churn at scale. Scaled CSMs use tools like webinars, automated emails, and knowledge bases to engage many customers efficiently, providing proactive support and resources tailored to different customer segments.

What are the key skills and qualifications needed to thrive as a Scaled Customer Success Manager, and why are they important?

To thrive as a Scaled Customer Success Manager, you need expertise in customer relationship management, data analysis, and a solid understanding of SaaS products, often supported by a bachelor's degree in business or a related field. Familiarity with CRM systems like Salesforce, customer success platforms such as Gainsight or Totango, and proficiency in tools for automation and reporting are typically required. Outstanding communication, problem-solving abilities, and the ability to manage multiple accounts efficiently are key soft skills for excelling in this role. These skills ensure that customer needs are proactively addressed at scale, driving retention and long-term business growth.

How does a Scaled Customer Success Manager typically balance supporting a large customer portfolio while maintaining personalized engagement?

A Scaled Customer Success Manager is responsible for managing a high volume of customer accounts, often leveraging technology and automation to ensure proactive communication and support. While they may not provide the same level of one-on-one interaction as traditional CSMs, they use targeted campaigns, webinars, and digital resources to deliver value at scale. Success in this role requires strong organizational skills and the ability to analyze customer data to identify trends and prioritize outreach. Collaboration with sales, product, and support teams is common to address customer needs efficiently and improve overall satisfaction.
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Scaled Customer Success Manager jobs near you
Infographic showing various Scaled Customer Success Manager job openings in the United States as of June 2026, with employment types broken down into 77% Full Time, 18% Part Time, and 5% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $83,064 per year, or $39.9 per hour.

Relocate to SF: Scaled Customer Success Manager

Pylon

San Francisco, CA

Other

Medical, Dental, Vision, Retirement, PTO

Posted 7 days ago

Job description

Pylon Scaled Customer Success Manager

Pylon is the all-in-one B2B post-sales platform powered by conversational data and layered intelligence, helping companies run support and customer success in real time.

We're backed by a16z, BCV, General Catalyst, and Y Combinator.

More than 1,500 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io run their support and customer success workflows on Pylon. We're also featured on the Enterprise Tech 30 List.

Our product spans a large and complex problem space, which means there is real ownership, real responsibility, and a lot to build.

We Don't Believe Scale Should Mean Worse Customer Experience

We believe that by using our own tools and creating seamless, efficient internal processes, we can give our smaller customers the help and resources they need to be successful, without forcing them into a weekly call they didn't ask for.

As a Scaled CSM, you'll be responsible for making this work at scale. We're looking for someone who takes learnings from hands on work and turns it into repeatable, scalable processes.

What You'll Do

  • Join our scaled CS Team: Work alongside our Scaled CS team to manage a high-volume portfolio while ensuring every customer, regardless of size, receives a high-quality and responsive experience through Pylon.

  • Manage the Customer Lifecycle: Host calls and manage inbound communication across Slack, email, and Pylon. Own the full lifecycle for your book of business, from post-onboarding stabilization through renewal.

  • Execute and Refine the Playbook: Run established success motions and turn real customer interactions into improvements to our playbooks. As we scale the team, you will help define what "great" looks like.

  • Proactive Health Management: Monitor product usage and customer signals to identify churn risks and expansion opportunities. You are accountable for keeping the scaled segment healthy and identifying which accounts are ready for deeper partnership.

  • Collaborate on Infrastructure: Partner closely with the Customer Success team, Product, and Engineering to design the tooling and automated workflows required to support 1,000+ customers effectively.

  • Product Advocacy: Use Pylon every day for your own workflows. Your hands-on usage will directly influence feature prioritization and how we shape the future of post-sales software.

Requirements

  • Location: Based in San Francisco or willing to relocate, with enthusiasm for working in person.

  • Customer Communication: Comfortable interacting with customers daily over chat and video.

  • Analytical Thinking: Able to deeply understand customer use cases and recommend thoughtful, strategic solutions.

  • Operational Discipline: Highly organized, process-oriented, and capable of managing a high-volume workload.

  • Product Curiosity: Interested in exploring product nuances and designing more efficient workflows.

  • Bonus: Experience building or analyzing dashboards in modern analytics tools.

Our Perks

Fully covered medical, dental, and vision insurance for employees

401(k) retirement plan

Commuter benefits

Parental leave

14 company holidays + unlimited PTO

Annual offsite

Lunch, dinner, and snacks at the office

Fitness stipend

More about Pylon

Funding: Series B led by a16z and BCV ($51M total raised)

Founders: Advith Chelikani, Robert Eng, and Marty Kausas

Team: Currently 100+ and growing!

Apply