Scaled Customer Success Manager

Attio; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Attio is a modern CRM platform built for ambitious GTM teams, empowering them to understand customers, automate at scale, and tailor their go-to-market motions.

We’re seeking a Customer Success professional to design scalable programs that drive adoption, retention, and expansion across a broad customer portfolio. You’ll blend direct engagement with scalable strategies, partnering with Product, Engineering, and RevOps to deliver exceptional customer experiences.

Qualifications

• 5+ years of relevant professional experience, including 3+ years in Customer Success or Account Management.
• A passion for technology and a track record of coaching customers on how to get the most out of a complex software product.
• Proven success building scalable customer success programs while developing strong customer relationships.
• A data-driven approach to identifying customer needs, prioritizing work, and improving customer outcomes.
• Experience working at an early- or growth-stage startup.
• A builder mindset with a desire to create repeatable solutions and help Customer Success scale.

Responsibilities

• Design and execute scalable customer success programs that drive adoption, retention, renewals, and expansion.
• Balance proactive one-to-many customer programs with targeted customer engagements.
• Build and evolve webinars, office hours, CRM clinics, and other scalable customer success programs.
• Use customer data and product insights to identify customer health, risks, and opportunities.
• Design automations and workflows that improve the customer experience and help Customer Success scale.
• Partner with Product, Engineering, RevOps, Solutions Engineering, Support, and Marketing to continuously improve the customer experience.

Skills

5+ years experience

Customer success

Data-driven

Builder mindset

Job description

Attio is the CRM built for the AI era. Designed for the most ambitious go-to-market teams, it gives companies the power to understand every customer, automate at scale, and build their go-to-market motion exactly as they need. We\'ve raised $116M from some of the world\'s best investors: GV (Google Ventures), Redpoint, Balderton, Point Nine, and 01A.

We hire builders who thrive on complex technical challenges, hold themselves to a high bar, and genuinely care about delighting the people who use what they build. The team here brings sharp judgement, real craft, and the drive to do exceptional work. We\'re obsessed about the details and energized by the frontier.

If you want to do the best work of your career, this is the right place.

About the role

Customer Success is central to how we build, grow, and deliver value at Attio.

This isn\'t a traditional Customer Success role focused on managing a small portfolio of strategic accounts. You\'ll combine direct customer engagement with building scalable customer success programs that drive adoption, retention, and expansion across a broad customer portfolio. You\'ll partner with customers to solve complex challenges while designing repeatable programs, automations, and one-to-many initiatives that help us deliver an exceptional customer experience at scale.

What you\'ll do

• Design and execute scalable customer success programs that drive adoption, retention, renewals, and expansion.

• Balance proactive one-to-many customer programs with targeted customer engagements.

• Build and evolve webinars, office hours, CRM clinics, and other scalable customer success programs.

• Use customer data and product insights to identify customer health, risks, and opportunities.

• Design automations and workflows that improve the customer experience and help Customer Success scale.

• Partner with Product, Engineering, RevOps, Solutions Engineering, Support, and Marketing to continuously improve the customer experience.

What you\'ll bring

• 5+ years of relevant professional experience, including 3+ years in Customer Success or Account Management.

• A passion for technology and a track record of coaching customers on how to get the most out of a complex software product.

• Proven success building scalable customer success programs while developing strong customer relationships.

• A data-driven approach to identifying customer needs, prioritizing work, and improving customer outcomes.

• Experience working at an early- or growth-stage startup.

• A builder mindset with a desire to create repeatable solutions and help Customer Success scale.

What does the hiring process look like?

1. 30-minute introductory phone call with a member of our Talent team

2. 30-minute interview with our hiring manager

3. Case study interview

4. Panel interviews with relevant stakeholders

5. 30-minute closing conversation with our CEO

6. Offer stage