Customer Success Program Manager (Scale)

We're looking for a Customer Success Manager (Scale) who thrives on building exceptional customer experiences through data, automation, and operational excellence. This isn't your typical CSM role — you'll design and manage programs that reach thousands of customers efficiently, using insights, systems, and scalable processes to deliver measurable impact. Requirements • Own the customer lifecycle at scale — driving adoption, satisfaction, and value realization across a broad customer base. • Use data and analytics to identify risks, uncover opportunities, and deliver proactive engagement strategies. • Build and manage scalable programs (e.g., webinars, office hours, optimization calls, automated content). • Create dashboards and reports to track key metrics such as adoption, retention, NPS, and expansion. • Act as the voice of the customer, sharing insights with Product, Sales, and Leadership to influence roadmap and strategy. • Develop and maintain workflows in HubSpot and related tools to streamline communications and success programs. • Collaborate cross-functionally to produce impactful customer education and engagement materials. • Drive initiatives that reduce churn, improve engagement, and support account expansion.