Scaled Customer Success Manager - New York, New York, United States - Remote

Vitally is hiring our first Scaled Customer Success Manager! As a CSM, you'll use your people and communication skills (alongside our own product, of course 😉) to guide our customers towards success, from implementation through adoption at scale. You will take a data-driven approach to support customers with timely and relevant resources throughout their journey. The Scaled CSM role is a perfect role for someone who has an exceptional drive to execute, loves helping customers, has an analytical mindset, and is a strong writer.

This role is based in the CST or EST timezone.

Responsibilities

• Build and iterate automated campaigns to drive usage of Vitally’s features, to identify risks proactively, and to drive growth opportunities
• Leverage Vitally to conduct an analysis of customer behavior, trends and pain points
• Enhance existing 1:many Programs such as Office Hours and Trainings
• Work cross-functionally with Product, Sales, Marketing, Onboarding and Support to surface customer engagement opportunities
• Identify key aspects of the customers journey that can be optimized to improve customer health and expand use cases at scale
• Manage inbound customer conversations and leverage on-demand resources to ensure our customers’ needs are addressed
• Develop a knowledge of our software and of the market and environment in which our customers operate

Requirements

• 2+ years of demonstrated success in a Customer Success role
• Proven history of working a large, growing cohort of customers with a solution-oriented mindset at scale
• Strong communication and interpersonal skills, with the ability to build relationships with key stakeholders.
• Ability to balance and prioritize multiple tasks and projects.
• Experience using Customer Success Platforms [Bonus: if you’re a Vitally user]
• Understanding of Customer Success metrics and KPIs.
• Passion for helping customers and a commitment …