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About the Role
Outset is seeking a Scaled Customer Success Manager to own adoption, retention, and growth across a mature portfolio of 100–200+ accounts. This role involves building the systems and processes necessary to manage a high-volume portfolio effectively, ensuring customers receive an excellent experience while driving business outcomes. This is a foundational hire that will shape the future of Outset's Scaled segment.
Responsibilities
- Own adoption, retention, and expansion outcomes across a portfolio of 100–200+ Scaled accounts, from onboarding through renewal.
- Maintain high usage and adoption in a lower-touch model by leveraging programs, automation, and self-service.
- Monitor account health and usage signals to identify risk and expansion opportunities, prioritizing direct time for maximum impact.
- Manage renewals across actively managed and auto-renewing accounts, collaborating with the broader CS team on commercial strategies.
- Develop and execute one-to-many programs, including onboarding cohorts, office hours, webinars, in-product guidance, documentation, and templated success plans.
- Establish the account health tracking methodology, defining key signals, weighting, triggers, and predictive accuracy.
- Partner with RevOps, Marketing, and Engineering to build the infrastructure for scaled CS, including usage instrumentation, alerting, lifecycle triggers, and automated follow-up.
- Design the operational cadence for the Scaled segment, including communication protocols, issue routing, and escalation processes.
- Build reporting in Hex and other AI tools to provide business visibility into Scaled segment health, adoption, and retention.
- Translate portfolio-wide patterns into prioritized input for the Product team.
Requirements
- 3–7 years in customer success, account management, CS operations, sales, or lifecycle/growth, including experience with a high-volume portfolio.
- Experience building scaled or digital CS programs from scratch, or working as an early hire in a scaled CS role.
- Technically fluent and self-sufficient with data, including product analytics, usage data, AI tools for data retrieval, and AI for tooling development.
- Hands-on experience with a modern GTM and support stack (Pylon, Hex, HubSpot, Salesforce, Claude), with a strong reliance on AI.
- Excellent written and verbal communication skills.
- Experience in a Series A/B/C or fast-paced SaaS environment.
- Proactive, ownership-driven approach to ambiguity.
Skills
- Customer Success
- Account Management
- CS Operations
- Sales
- Lifecycle/Growth Marketing
- Data Analysis
- AI Tools
- GTM Stack Proficiency
- Communication
Location
- Remote
Work Type
- Full-time
Experience Level
- Mid-level
- Senior-level
About the Company
- Outset provides AI-powered user interviews for global brands like Hubspot, Microsoft, Uber, and Nestle, enabling deeper qualitative insights at speed and scale.
- The company is disrupting the massive research industry with its innovative approach.
- Outset is backed by top Silicon Valley investors, having raised a $30M Series B in December 2025.
- The company experienced an 8x business growth in the past year as enterprise customers adopt their AI-moderated research.
- Outset is a tight-knit team serving large enterprises.