Scaled Customer Success Manager

Ladders; United States; Remote; USD 142,000 - 193,000; Full time

Benefits offered by this job

Flexible work environment

Professional development

Collaborative team culture

Access to cutting-edge technology and

Job summary

Ladders is seeking a Scaled Customer Success Manager to oversee renewal readiness and long-term engagement across a broad portfolio. You will partner with renewals, support, and internal stakeholders to identify risk, strengthen adoption, and drive timely actions for priority accounts. Location: Remote - US based candidates only.

Compensation: $142,400 – $192,600 annually. You will design targeted campaigns, use data-driven segmentation, and collaborate with teams to improve customer outcomes at

Qualifications

• 4+ years in B2B SaaS Customer Success or similar roles.
• Proven renewals and retention outcomes.
• Strong written and verbal communication.
• Ability to coordinate across multiple teams.
• Familiarity with Customer Success platforms and CRM systems.

Responsibilities

• Own customer health and renewal readiness for a scaled portfolio
• Engage priority customers and deliver executive-level updates
• Design and execute targeted campaigns for customer adoption
• Coordinate between Customer Success and Renewals Desk for timely actions
• Manage inbound customer channels and ensure timely resolutions
• Use data to segment customers and improve engagement strategies
• Engage directly with customers for feedback and risk assessment

Skills

Analytical skills

Communication skills

Cross-team coordination

CRM familiarity

SaaS metrics

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.

In this role, you will own a scaled customer success motion focused on retention, renewal readiness, and long-term customer engagement across a broad portfolio. You will partner closely with renewals, customer support, and internal stakeholders to identify risk, strengthen adoption, and drive timely action for priority accounts. This position blends customer-facing communication with data-driven segmentation and campaign execution to improve customer outcomes at scale.

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

Compensation: $142,400 – $192,600 annually

Responsibilities

• Own customer health and renewal readiness for a scaled portfolio
• Engage priority customers and deliver executive-level updates
• Design and execute targeted campaigns for customer adoption
• Coordinate between Customer Success and the Renewals Desk for timely actions
• Manage inbound customer channels and ensure timely resolutions
• 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.