Founding Scale CS Manager for Adoption & Growth

Outset; San Francisco (CA); On-site; USD 140,000 - 210,000; Full time

Job summary

Outset is transforming qualitative research with AI-powered user interviews. As the Founding Scaled Customer Success Manager, you will own adoption, retention, and growth across a 100-200+ account portfolio in our Scaled segment and build the systems that make scaling possible.

You will determine signals, automate analysis, and collaborate with RevOps, Marketing, and Engineering to shape an efficient operating model.

Responsibilities

• Own adoption, retention, and expansion outcomes across a portfolio of 100-200+ Scaled accounts, from onboarding through renewal
• Keep usage and adoption high in a deliberately lower-touch model - leverage programs, automation, and self-service before reaching for a calendar invite
• Monitor account health and usage signals to catch risk and expansion opportunities early, and prioritize where your direct time actually changes the outcome
• Run renewals across a mixed model of actively managed and auto-renewing accounts, partnering with our broader CS team on commercial approach
• Build and run one-to-many programs: onboarding cohorts, office hours, webinars, in-product guidance, documentation, and templated success plans

Job description

Outset is transforming qualitative research with AI-powered user interviews. As the Founding Scaled Customer Success Manager, you will own adoption, retention, and growth across a 100-200+ account portfolio in our Scaled segment and build the systems that make scaling possible.

You will determine signals, automate analysis, and collaborate with RevOps, Marketing, and Engineering to shape an efficient operating model.