Scaled Customer Success Manager: Drive Adoption at Scale

Cartesia AI, Inc.; San Francisco (CA); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health Insurance

401(k)

Commuter Allowance

Flexible PTO

Meals & Snacks

Job summary

Cartesia AI, Inc. is creating its first Scaled Customer Success Manager to design scalable onboarding and adoption programs for a growing startup and SMB portfolio.

You will partner with Sales, Product, Engineering, and Marketing to build playbooks, automations, and lifecycle programs that drive value and retention.

In this US-based role, you own the post-sales journey from onboarding through renewal, monitor health signals, and help customers grow on the platform.

Qualifications

• 3–6 years of experience in Customer Success, Technical Customer Success, Account Management, Solutions Consulting, or 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 competing initiatives.
• Strong product intuition and customer empathy— you enjoy understanding customer goals and helping them succeed.
• A data-driven approach to Customer Success. You're comfortable using product usage data, customer health signals, and CRM insights to prioritize your work.
• Excellent written and verbal communication skills across technical and non-technical audiences.
• High ownership and comfort operating with ambiguity. You proactively identify problems and drive them to resolution.
• A builder mindset. You enjoy creating playbooks, improving processes, and designing systems that scale beyond your own portfolio.
• Commercial awareness and an understanding of how adoption drives retention and expansion.
• Comfortable using AI tools to automate repetitive work and spend more time solving customer problems.

Responsibilities

• Own the customer journey from onboarding through renewal for a growing portfolio of startup and SMB customers.
• Help customers realize value quickly by driving product adoption and successful onboarding.
• 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 customer adoption and usage.
• Become a trusted product expert, helping customers adopt best practices and get the most out of the platform.
• Create scalable customer assets including playbooks, documentation, webinars, office hours, and enablement content.
• Partner with Product and Engineering to bring customer feedback into roadmap discussions and improve the overall product experience.
• Continuously improve Customer Success operations through automation, AI, and better systems.

Skills

Customer Success

Portfolio management

Data-driven

Communication

Ownership

Ambiguity tolerance

Cross-functional work

CRM insights

Automation using AI

Job description

Cartesia AI, Inc. is creating its first Scaled Customer Success Manager to design scalable onboarding and adoption programs for a growing startup and SMB portfolio.

You will partner with Sales, Product, Engineering, and Marketing to build playbooks, automations, and lifecycle programs that drive value and retention.

In this US-based role, you own the post-sales journey from onboarding through renewal, monitor health signals, and help customers grow on the platform.