[Remote] Customer Success Manager, Scale

Note: The job is a remote job and is open to candidates in USA. Centralize is a company building a relationship intelligence platform for navigating trust in complex deals. The Customer Success Manager, Scale will partner with the Head of Customer Success to onboard and support mid-market and growth-stage customers while driving product adoption and retention.ResponsibilitiesServe as the primary point of contact for a portfolio of customers, owning their outcomes end-to-endManage onboarding, implementation, and adoption for new customers - getting them live, active, and realizing value quicklyRun customer trainings, onboarding sessions, and executive business reviewsMonitor and prioritize your book of business using customer health signals, proactively identifying at-risk accounts and escalating appropriatelyDrive product adoption, engagement, retention, and expansion opportunities across your portfolioOwn renewals and support expansion conversations in partnership with your Account ExecutiveBuild and maintain scalable onboarding, implementation, and customer success playbooks that can serve customers at volumeDevelop and deliver self-serve training content, help documentation, and education programs that empower customers to become self-sufficientOwn the support experience for your book — triaging, routing, and quarterbacking resolution for customer issues in partnership with EngineeringWork cross-functionally with Sales, Engineering, and Leadership to improve the customer experienceAct as the voice of the customer — synthesizing feedback from your portfolio and partnering closely with Product and Engineering on feature requests and roadmap inputProactively flag insights, trends, and risks from your book to inform broader business decisionsSkills3+ years of experience in Customer Success, Implementation, Technical Account Management, or a related customer-facing roleExperience onboarding and supporting customers in a B2B SaaS environmentStrong project management skillsComfortable leading conversations with both end users and executive stakeholdersHighly organized, proactive, and naturally take ownershipStrong problem-solving skills and ability to operate with limited structureExcited to work in a fast moving startup environment and help build a function from the ground upStrong technical curiosity and ability to learn complex workflows quicklyCompany OverviewCentralize is an IT firm that offers a tool with stakeholder maps that helps the sales team run pipeline reviews and track conversations. It was founded in 2023, and is headquartered in San Francisco, California, USA, with a workforce of 2-10 employees. Its website is https://www.usecentralize.com/.