Manager of Scaled Customer Success

Leadfeeder turns B2B website traffic into lead generation opportunities by revealing which companies visit a website, what they care about, and helping marketing and sales teams act on that interest. It connects website behavior with company data, intent signals, and automated workflows to help teams prioritize accounts and turn anonymous traffic into qualified pipeline.

• Run a multi-motion customer coverage model across named coverage, digital programs, and onboarding
• Manage named customer coverage to drive adoption, secure renewals, and stabilize at-risk relationships
• Manage digital outreach, one-to-many programs, self-serve enablement, the shared expansion queue, and handoffs to Support
• Oversee onboarding sessions for eligible new customers and maintain booking, volume, and completion rates
• Determine and validate capacity allocation across the three motions
• Design digital programs for large customer groups, including lifecycle campaigns, office hours, webinars, in-product prompts, and self-serve paths
• Decide when human conversations are more effective than programs and adjust based on evidence
• Collaborate with Marketing, Product, and Sales on customer success programs
• Review renewal demand, expansion signals, and onboarding volume weekly and act on them
• Convert usage and health signals into actionable thresholds for human outreach, programs, or filtering out noise
• Build reporting on portfolio health, retention risk, and expected revenue movement
• Share customer insights with Product, Marketing, and Sales
• Apply AI to scale customer outreach and improve health scoring, risk alerts, personalization, and call preparation
• Launch AI initiatives that improve the economics of the operating model, with support from the internal AI ops team
• Keep up with developments in digital customer success
• Coach the team across individual account ownership, program-driven work, and high-volume onboarding
• Develop team skills in renewals, expansion, onboarding, and early risk conversations
• Set outcome-based expectations for adoption, renewals, and expansion
• Hire and develop team members as the team grows

• Experience running customer success at scale through named coverage, pooled or tech-touch coverage, or a combination; candidates with experience in only one model should be able to explain how they would design and establish the other
• Experience managing and developing people across different ways of working within one team
• Practical experience with digital or programmatic customer success in B2B SaaS, including lifecycle campaigns, automated outreach, or one-to-many enablement
• Commercial background or close experience through sales, RevOps, or a customer success role with retention and expansion targets
• Strong data literacy and the ability to turn usage and health data into coverage decisions
• Practical experience implementing AI tools in a customer success or RevOps workflow
• Comfortable validating and adjusting a new operating model rather than waiting for others to prove it
• Будет плюсом: product-led or high-velocity SaaS experience serving many smaller customers, familiarity with Salesforce, Intercom, round-robin scheduling, or sales engagement platforms, RevOps, Sales Ops, or CS Ops experience alongside people management

• Recharge Fridays: the third Friday of every month is a paid day off
• Flexible work schedule
• Mental health support with Auntie