Scaled Digital Customer Success Lead

Petal; Canada; On-site; CAD 90,000 - 140,000; Full time

Job summary

Petal is seeking a Digital / Scaled Customer Success Manager to own a pooled portfolio of customers with a digital, multi-touch approach. This role focuses on adoption, engagement, retention, value realization, and expansion through scalable programs rather than 1:1 management.

You will define signals, build journeys, and establish when customers shift to assigned CSM coverage, leveraging data, automation, and AI to extend reach and impact across the portfolio.

Qualifications

• 5+ years in Customer Success, Digital CS, or SaaS-related function.
• Direct experience building or evolving a digital, pooled, or one-to-many CS motion is required.
• Experience managing outcomes across a broad portfolio without heavy 1:1 engagement.
• Experience designing and executing 1 or digital CS programs; segmentation and differentiated engagement.

Responsibilities

• Design and implement scalable CS programs and journeys.
• Define customer segments and engagement strategies across lifecycle stages.
• Identify signals to trigger automated engagement and determine when human intervention is needed.
• Build and refine segmentation and coverage based on behavior and results.
• Collaborate with Product, Sales, Support, and Marketing to measure program effectiveness.

Skills

Scaled CS

Data-driven decisions

Automation & AI

Cross-functional collab

Tools

CRM systems

Lifecycle automation

Analytics platforms

Job description

Petal is seeking a Digital / Scaled Customer Success Manager to own a pooled portfolio of customers with a digital, multi-touch approach. This role focuses on adoption, engagement, retention, value realization, and expansion through scalable programs rather than 1:1 management.

You will define signals, build journeys, and establish when customers shift to assigned CSM coverage, leveraging data, automation, and AI to extend reach and impact across the portfolio.