Scaled CS Manager — Data-Driven, Hybrid, Unlimited PTO

CoverForce; Denver (CO); Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Hybrid work environment (3 days in the

Unlimited PTO

Comprehensive health benefits

Monthly in-person meetups

Parental leave

Equity package

Job summary

CoverForce is seeking a Scaled Customer Success Manager to own startups and mid-market customers, driving onboarding, activation, adoption, and health. You’ll manage a high-velocity support queue, turn feedback into actionable product insights, and build scalable processes that boost quotes and policy binds.

You’ll collaborate with Product and Engineering to translate customer needs, design repeatable playbooks, and measure success by activation, bind rate, and customer impact in a fast-growing

Qualifications

• 3+ years in Customer Success, Account Management, or similar B2B SaaS role.
• Experience running scaled/tech-touch programs: emails, webinars, segmentation, or automated outreach.
• Comfort with data: usage trends, at-risk accounts, and revenue impact.
• Ability to translate between business needs and engineering/product teams.

Responsibilities

• Own startup and mid-market book end to end: onboarding, activation, adoption, and health.
• Segment customers by usage and health data; run targeted plays for each segment.
• Design and run 1:many programs: onboarding webinars, office hours, journeys, and re-engagement campaigns.
• Drive first quote, first bind, and habitual usage with activation milestones.
• Spot accounts outgrowing the scaled model and hand to a Strategic CSM with context.
• Own front-line support: triage, respond, resolve, and escalate to Engineering with clean reports.

Skills

Customer Success

Account Management

Data-driven

Technical conversations

Scaled programs

Communications

Cross-functional

Problem solving

Tools

HubSpot / CRM tooling

Analytics dashboards

Job description

CoverForce is seeking a Scaled Customer Success Manager to own startups and mid-market customers, driving onboarding, activation, adoption, and health. You’ll manage a high-velocity support queue, turn feedback into actionable product insights, and build scalable processes that boost quotes and policy binds.

You’ll collaborate with Product and Engineering to translate customer needs, design repeatable playbooks, and measure success by activation, bind rate, and customer impact in a fast-growing