Scaled Customer Success Manager

Ladders; United States; Remote; USD 143,000 - 193,000; Full time

Benefits offered by this job

Flexible work environment

Professional development

Collaborative team culture

Access to cutting-edge technology

Health and wellness programs

Job summary

Ladders is seeking a Scaled Customer Success Manager to drive customer health, renewal readiness, and adoption across a remote US-based portfolio.

You will partner with Renewals and CS teams to improve retention, deliver data-driven engagements, and provide executive-level updates. This role emphasizes delivering value at scale in a fast-paced SaaS environment.

Qualifications

• 4+ years in B2B SaaS Customer Success or similar roles.
• Proven track record in managing customer renewals and retention outcomes.
• Strong analytical skills with fluency in SaaS retention metrics.
• Experience designing customer lifecycle and retention campaigns.
• Excellent written and verbal communication skills.
• Ability to coordinate across multiple teams and manage concurrent programs.
• Familiarity with Customer Success platforms and CRM systems.

Responsibilities

• Own customer health and renewal readiness across a scaled portfolio.
• Provide focused engagement for priority customers and deliver executive-level updates.
• Design and execute targeted campaigns to enhance customer adoption and value realization.
• Coordinate between Customer Success and the Renewals Desk for seamless handoffs.
• Manage inbound customer channels, triaging and resolving inquiries.
• Use data to segment customers and improve engagement strategies.
• Engage directly with customers for feedback and risk assessment.

Skills

Customer success

B2B SaaS

Renewals management

Data-driven decisions

Executive communication

Tools

CRM systems

CS platforms

Data analytics tools

Job description

For our client, we are seeking a Scaled Customer Success Manager to join the team of a leader in the Consumer Technology space.

This role will focus on driving customer health, renewal readiness, and adoption across a scaled portfolio of accounts. You will partner closely with Renewals, Customer Success, and other internal teams to improve retention outcomes, streamline handoffs, and support customers through data-driven engagement strategies.

The position also requires direct customer interaction for feedback, risk assessment, and executive-level communication, with an emphasis on delivering value at scale.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $142,700 – $193,100 annually

Responsibilities

• Own customer health and renewal readiness across a scaled portfolio
• Provide focused engagement for priority customers and deliver executive-level updates
• Design and execute targeted campaigns to enhance customer adoption and value realization
• Coordinate between Customer Success and the Renewals Desk for seamless handoffs
• Manage inbound customer channels, triaging and resolving inquiries
• Use data to segment customers and improve engagement strategies
• Engage directly with customers for feedback and risk assessment

Qualifications

• 4+ years in B2B SaaS Customer Success or similar roles
• Proven track record in managing customer renewals and retention outcomes
• Strong analytical skills with fluency in SaaS retention metrics
• Experience designing customer lifecycle and retention campaigns
• Excellent written and verbal communication skills
• Ability to coordinate across multiple teams and manage concurrent programs
• Familiarity with Customer Success platforms and CRM systems

Benefits

• Flexible work environment
• Opportunities for professional development
• Collaborative team culture
• Access to cutting-edge technology and tools
• Health and wellness programs

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.