Scaled Customer Success Manager - Remote/NA

Serrala; Chicago (IL); Hybrid; CAD 88,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Paid Parental Leave

401(k) matching

Phone and internet reimbursement

Employee Assistance Program

LifeMart – discounts on travel, food,

Regus – mobile office space

Job summary

Serrala in North America is seeking a Scaled Customer Success Manager to own a high-volume SMB and Mid-Market portfolio across cloud and on-premise environments. You will design playbooks, health scoring, and an Early Warning System, building structure as the roadmap evolves while handling incomplete data.

You will manage roughly 80 to 200+ accounts, lead renewals, drive adoption and expansion, and partner with CS Ops, Sales Ops, and Marketing to build scalable, data-driven customer success

Qualifications

• 5+ years in Customer Success, Account Management, or large-program strategy and execution.
• Experience managing high account volume, typically 80–200+.
• Proven track record driving retention and expansion in SMB or Mid-Market segments.
• Comfortable building structure from ambiguity, with no established process to lean on.

Responsibilities

• Own the scaled customer success program for a high-volume SMB/Mid-Market portfolio.
• Design playbooks, health scoring, and Early Warning System for data-driven engagement.
• Manage renewals across a growing mix of cloud and on-premise customers.
• Collaborate with CS Ops, Sales Ops, and Marketing to improve data quality and reporting.
• Drive expansion opportunities through upsell/cross-sell and customer insights.

Skills

Customer Success

Account Management

Renewal management

Data-driven decision making

Ambiguity handling

Tools

Salesforce

Planhat

Job description

Serrala in North America is seeking a Scaled Customer Success Manager to own a high-volume SMB and Mid-Market portfolio across cloud and on-premise environments. You will design playbooks, health scoring, and an Early Warning System, building structure as the roadmap evolves while handling incomplete data.

You will manage roughly 80 to 200+ accounts, lead renewals, drive adoption and expansion, and partner with CS Ops, Sales Ops, and Marketing to build scalable, data-driven customer success