Customer Success Manager Commercial

Job Overview

We are looking for a Customer Success Manager (Pooled Model) to support a large portfolio of SSB and scaled customers through a low-touch, support-assisted success motion. This role focuses on driving customer outcomes, adoption, and retention at scale, while leveraging Support, automation, and self-service as primary engagement channels.

As a pooled CSM, you will not own a fixed book of named accounts. Instead, you will manage customer success by segment and lifecycle stage, stepping in proactively at key moments while ensuring customers get the most value from the platform.

What You’ll Do

Scaled Customer Success

• Support a pooled set of SSB customers through a low-touch, tech-enabled CSM motion.

• Drive adoption, value realization, and retention using structured playbooks and lifecycle journeys.

• Proactively engage customers at key moments such as onboarding, early usage, risk signals, and renewals.

Support-Led Engagement

• Work closely with Customer Support as the primary customer interaction channel.

• Monitor support signals, trends, and escalations to identify adoption blockers or churn risks.

• Step in for CSM-led interventions when customers need strategic guidance beyond support.

Customer Lifecycle Ownership

• Execute onboarding, adoption check-ins, QBR-lite engagements, and renewal support in a scalable manner.

• Manage customer health using data, usage insights, and support interactions.

• Identify at-risk customers and run proactive recovery motions.

Cross-Functional Collaboration

• Partner with Product, Support, and Operations teams to surface recurring issues and improvement opportunities.

• Contribute to the creation of scalable playbooks, in-product guidance, and self-serve resources.

Documentation & Enablement

• Help build and maintain customer-facing and internal documentation including FAQs, best practices, and success guides.

• Share feedback to improve processes, tooling, and automation.

What You’ll Bring

• 3–6+ years of experience in Customer Success, Account Management, or Support-led roles within a SaaS environment.

• Experience working with scaled, pooled, or low-touch customer models.

• Strong understanding of customer lifecycle management and adoption frameworks.

• Ability to analyze data and signals to prioritize proactive engagement.

• Excellent communication skills with the ability to guide customers efficiently and clearly.

• Comfortable working closely with Support teams and handling multiple customers simultaneously.

• Organized, self-driven, and process-oriented.

What Success Looks Like

• High retention and healthy adoption across a large SSB customer base.

• Minimal reactive firefighting due to proactive lifecycle management.

• Clear, repeatable playbooks that scale customer success efficiently.

• Strong collaboration between Customer Success and Support teams.