Scaled Customer Success Manager at Ardoq empowering global clients through expert tech - led engagement. Delivering value to every customer by designing systems and processes for success.
About the role
- Customer Success Manager leading customer onboarding and lifecycle in B2B SaaS. Focusing on activation, retention, and expansion for high-value customers.
Responsibilities
- Own Activation & Onboarding
- Lead customers from kickoff through onboarding, driving rapid time-to-value and strong early adoption.
- Manage structured implementation including technical setup, enablement, outbound campaign configuration, and testing.
- Align with customer stakeholders on goals, workflows, and success plans that create early momentum.
- Drive Adoption Across the Lifecycle
- Guide customers post-onboarding through regular touchpoints focused on performance, usage, and outcomes.
- Identify adoption gaps quickly and put clear, actionable plans in place to course correct.
- Maintain a strong understanding of each customer's operational needs and evolving expectations.
- Own Renewal & Expansion
- Serve as the primary strategic partner from activation through renewal.
- Maintain executive alignment, proactive communication, and multithreaded relationships.
- Identify expansion opportunities based on usage and customer maturity, and support or lead commercial conversations by framing value, ROI, and measurable impact.
- Use Data to Drive Strategy
- Analyze customer behavior, feature adoption, and outbound performance to assess health and surface risk.
- Deliver insight-rich business reviews that move customers toward stronger performance.
- Flag at-risk accounts early and build targeted intervention plans.
- Influence Product
- Maintain a tight feedback loop with Product on friction points, feature gaps, and patterns uncovered throughout the customer journey.
- Document and share insights to create repeatable wins across the customer base.
Requirements
- 5+ years in Customer Success, Implementation, Account Management, or a similar customer-facing role in a high-growth B2B SaaS environment
- Demonstrated success owning customer relationships across onboarding and lifecycle
- Experience supporting or leading renewals and expansions
- Background in outbound sales tools, RevOps, or GTM technology is a strong plus
Benefits
- Comprehensive benefits package including medical, dental, vision, and 401(k)
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