Scaled CSM

We are seeking a highly motivated and strategic Scaled Customer Success Manager (CSM) to join our Scaled GTM team. This role will be instrumental in building and managing scalable programs that enhance customer education, engagement, and success. The Scaled CSM will develop and maintain resources that drive customer adoption and satisfaction at scale.

You will:

• Customer Education Programs:
• Develop and manage Amplemarket University, including creating and updating educational content.
• Design and host a series of webinars focused on product education and best practices.
• Automated Playbooks:
• Create and implement automated playbooks to streamline customer onboarding and engagement.
• Continuously optimize playbooks based on customer feedback and usage data.
• Community Resources:
• Oversee Community Onboarding programs to ensure new users are successfully integrated into the Amplemarket community.
• Manage and moderate the Community Slack Channel, fostering a supportive and collaborative environment.
• Customer Advocacy:
• Identify and develop customer advocates to participate in case studies, testimonials, and user groups.
• Organize and facilitate customer advisory boards and feedback sessions.
• Customer Health Monitoring:
• Utilize customer health scores and other metrics to proactively address at-risk accounts.
• Collaborate with cross-functional teams to develop strategies for improving customer retention and satisfaction.
• Feedback Loop:
• Gather and analyze customer feedback to inform product development and improve customer success initiatives.
• Communicate customer insights to internal teams to drive continuous improvement.
• Customer Communication:
• Develop and maintain a regular cadence of communication with customers, including newsletters, product updates, and success stories.
• Ensure all customer-facing materials are up-to-date and reflective of Amplemarket’s value proposition.

Who we’re looking for:

• Proven experience in Customer Success, preferably in a scaled or SaaS environment.
• Strong strategic thinking and problem-solving skills.
• Exceptional organizational and project management abilities.
• Excellent communication and interpersonal skills.
• Experience with community management and customer education programs.
• Ability to analyze data and use insights to drive program improvements.
• Fluency in Spanish and English