Scaled Customer Success Architect

Cartesia; San Francisco (CA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health Insurance

401(k)

Commuter Allowance

Flexible PTO

Meals & Snacks

Parental Leave

Job summary

Cartesia is hiring its first Scaled Customer Success Manager to build the foundation for how thousands of customers succeed with Cartesia. You will own the post-sales experience for a large portfolio, onboarding customers, driving adoption, and enabling growth across teams.

You'll partner with Sales, Product, Engineering, and Marketing to improve the journey, develop playbooks, and implement lifecycle programs that scale customer success as the company expands.

Qualifications

• 3–6 years of experience in Customer Success, Technical Customer Success, Account Management, Solutions Consulting, or a similar customer-facing role at a high-growth B2B SaaS company.
• Experience managing a scaled portfolio of customers while maintaining strong customer outcomes.
• Excellent organizational skills with the ability to prioritize across many customers and initiatives.
• Strong product intuition and customer empathy— you enjoy understanding customer goals and helping them succeed.
• A data-driven approach to Customer Success using product usage data, health signals, and CRM insights.
• Excellent written and verbal communication across technical and non-technical audiences.
• High ownership and comfort operating with ambiguity, proactively identifying problems and driving resolution.
• A builder mindset— creating playbooks, improving processes, and designing scalable systems.
• Commercial awareness and understanding of how adoption drives retention and expansion.
• Comfortable using AI tools to automate repetitive work and focus on solving problems.

Responsibilities

• Own the customer journey from onboarding through renewal for a growing portfolio of startup and SMB customers.
• Drive product adoption and successful onboarding to help customers realize value quickly.
• Build repeatable onboarding, education, and lifecycle programs that scale from hundreds to thousands of customers.
• Monitor customer health, identify risks early, and proactively improve retention.
• Partner with Sales to identify expansion opportunities driven by adoption and usage.
• Become a trusted product expert, helping customers adopt best practices and maximize platform usage.
• Create scalable customer assets including playbooks, documentation, webinars, office hours, and enablement content.
• Collaborate with Product and Engineering to bring customer feedback into roadmap discussions and improve the product experience.
• Continuously improve CS operations through automation, AI, and better systems.

Skills

Customer Success

Account Management

Solutions Consulting

Product Adoption

Data-driven

CRM tools

Job description

Cartesia is hiring its first Scaled Customer Success Manager to build the foundation for how thousands of customers succeed with Cartesia. You will own the post-sales experience for a large portfolio, onboarding customers, driving adoption, and enabling growth across teams.

You'll partner with Sales, Product, Engineering, and Marketing to improve the journey, develop playbooks, and implement lifecycle programs that scale customer success as the company expands.