Manager of Scaled Customer Success

Position Overview Leadfeeder is modernising Customer Success to work at scale, not just at the top of the customer base. This role covers the majority of our customers, so how it's run shapes what most people experience after they buy. The goal: a lifecycle where customers reach first value fast, build a habit, renew, and grow, supported by programs where programs do the job, and a named CSM where the relationship earns it. The team delivers that lifecycle through three connected motions: - Priority coverage: a smaller group of customers per region gets a named CSM, chosen by value concentration or risk. - Digital programs: the long tail is covered without a named owner through triggered outreach, one-to-many programs (office hours, webinars), self-serve content, and a shared expansion queue. - Onboarding: every new customer on our mid-tier package gets a live, round-robin-booked onboarding call. We're hiring a Manager to own all three and decide, with evidence, how the team's time splits across them. The operating model, segmentation, and capacity framework are already live, designed earlier this year. What's open is proving them out: testing capacity assumptions against real volume, turning usage and health signals into weekly targeting the team can act on, and finding where automation and AI genuinely help rather than add noise. If you like pressure-testing a fresh model in the real world, this is the job. If you want a fully instrumented machine to optimise, it isn't. What You Will Do - Run a multi-motion coverage model - Own named coverage: a small CSM team working a defined portfolio, driving stalled adoption, securing renewals, and stabilising at-risk relationships. - Own the digital long tail: triggered outreach, one-to-many programs, self-serve enablement, a shared expansion queue, and clean hand-offs to Support. - Own onboarding: every eligible new customer gets a live first session; keep booking mechanics, volume, and completion rate healthy. - Decide and defend the capacity split across the three. The current split is a working assumption, and proving it out is one of your first jobs. - Build the digital program engine: design programs that reach thousands of customers without a named owner: lifecycle campaigns, office hours, webinars, in-product prompts, self-serve paths. - Decide where a human conversation earns its keep versus where a program does the job, and move the line as the evidence changes. - Work closely with Marketing, Product, and Sales, as most of this motion runs through channels CS doesn't own alone. - Turn signals into action: read renewal load, expansion signals, and onboarding volume across the team every week, and act on them. - Turn usage and health signals into thresholds: which patterns warrant a human conversation, which trigger a program, which are noise, and sharpen these as you learn. - Build reporting that gives an honest view of portfolio health, retention risk, and expected revenue movement. - Feed what this team sees back into Product, Marketing, and Sales. - Use AI where it creates leverage: apply AI to scale reach across the long tail and get more from the signals we already collect: health scoring, risk alerting, outreach personalisation, call prep. - Ship AI where it genuinely changes the model's economics, rather than running experiments that never launch. - Use our internal AI ops team for support, and stay ahead of the curve on digital CS. - Develop the team commercially: coach a small team who shift between three postures: individually accountable, program-driven, and high-volume onboarding. - Build skill in renewal, expansion, onboarding, and early risk conversations. - Set expectations around outcomes (adoption improved, renewals secured, expansion surfaced) rather than activity cadences. - Hire and develop as the team grows. Requirements - Essential Experience running CS at scale: named coverage, pooled/tech-touch, or a mix. - If you've only run one, show how you'd design and stand up the other. - A track record of managing and developing people across genuinely different ways of working on one team. - Real exposure to digital or programmatic CS within B2B SaaS: lifecycle campaigns, automated outreach, one-to-many enablement. - You know what works at scale, not just what looks good in a deck. - A commercial background or close to it: sales, RevOps, or a CS role carrying retention and expansion targets. - Strong data literacy: the judgement to turn usage and health data into coverage decisions, not just dashboards. - Practical AI fluency: you've put AI tools into a CS or RevOps workflow and made them stick. - Comfort with a young operating model: you validate and adjust rather than wait for someone else to prove it first. Nice to have - Product-led or high-velocity SaaS experience, serving a large volume of smaller customers. - Familiarity with Salesforce, Intercom, round-robin scheduling, or sales engagement platforms. - RevOps, Sales Ops, or CS Ops background alongside people management. Benefits - The chance to work with a very knowledgeable, high-achieving and fun team. - Recharge Fridays: the third Friday of every month is a paid day off for everyone at Leadfeeder. - An international, diverse, dynamic and committed work environment. - The opportunity to work remotely, with a flexible work schedule. - Mental health support with Auntie. - Leadfeeder is committed to transparent compensation practices. - All candidates invited to any stage of the interview process will be provided with the salary range and key compensation details for this role before their first conversation with us.