Scaled CS Manager for AI-Powered Growth

Outset; San Francisco (CA); On-site; USD 130,000 - 190,000; Full time

Job summary

Outset is seeking a Scaled Customer Success Manager to own adoption, retention, and growth across a mature portfolio of 100–200+ accounts. You will design scalable programs, automate analysis and follow-ups, and partner with RevOps, Marketing, and Engineering to build the infrastructure behind a high-touch yet efficient customer experience.

You will lead health tracking development, run one-to-many initiatives, and shape how Scaled CS is defined as the segment grows, with strong emphasis on

Qualifications

• 3–7 years in customer success or related roles.
• Experience managing high-volume portfolios.
• Strong data fluency with analytics and AI tools.
• Hands-on with a modern GTM and support stack (Pylon, Hex, HubSpot, Salesforce, Claude).
• Excellent written and verbal communication.
• SaaS experience in fast-paced environments (Series A/B/C).

Responsibilities

• Own adoption, retention, and expansion outcomes across 100–200+ Scaled accounts.
• Maintain high usage in a lower-touch model using programs, automation, and self-service.
• Monitor account health signals to catch risk and expansion opportunities early.
• Run renewals across actively managed and auto-renewing accounts with the CS team.
• Build and run onboarding cohorts, office hours, webinars, in-product guidance, docs, and templates.
• Develop the account health tracking methodology from signals and weighting to action triggers.
• Partner with RevOps, Marketing, and Engineering to build scaled CS infrastructure and automation.
• Design the segment's operating cadence and escalation paths with Product Support.
• Build reporting in Hex and other AI tools for visibility into segment health and retention.
• Translate portfolio-wide patterns into input for Product.

Skills

Customer success

Account management

Data analytics

AI tooling

Communication

Ambiguity tolerance

Tools

Pylon

Hex

HubSpot

Salesforce

Claude

Job description

Outset is seeking a Scaled Customer Success Manager to own adoption, retention, and growth across a mature portfolio of 100–200+ accounts. You will design scalable programs, automate analysis and follow-ups, and partner with RevOps, Marketing, and Engineering to build the infrastructure behind a high-touch yet efficient customer experience.

You will lead health tracking development, run one-to-many initiatives, and shape how Scaled CS is defined as the segment grows, with strong emphasis on