Scaled Customer Success Manager (Pooled Accounts) jobs in United States
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EasyLlama · 4 weeks ago

Scaled Customer Success Manager (Pooled Accounts)

positionUnited States
timeFull-time
remoteRemote
seniorityEntry, Mid Level
money$84K/yr - $114K/yr
date1+ years exp

EasyLlama is transforming the HR compliance industry by reinventing outdated training solutions for the mobile-first generation. The Scaled Customer Success Manager will manage a pooled book of SMB customers, focusing on retention and expansion through various engagement strategies and lifecycle management.

Corporate TrainingEducationSoftwareTraining

Responsibilities

Manage a pooled book of SMB customers under $5,000 in annual recurring revenue using a one to many, scaled Customer Success model focused on retention, adoption, and expansion outcomes
Own gross and net revenue retention for the SMB segment by executing repeatable lifecycle motions rather than one to one account management
Design, execute, and optimize adoption campaigns delivered through in app messaging, email, webinars, chat, and phone
Monitor customer health, usage, and engagement signals to identify churn risk and trigger intervention at scale
Run renewal motions through automated and semi automated workflows, including value reinforcement, risk mitigation, and renewal readiness outreach
Identify expansion signals from usage, product behavior, and lifecycle milestones. Influence expansion through targeted campaigns and routed opportunities
Partner with Marketing to build and run lifecycle programs, webinars, and in product education
Partner with Support to understand common issues and reduce friction through proactive education and deflection
Share aggregated customer insights with Product to influence roadmap and in app experiences
Use HubSpot as the system of record for engagement, workflows, reporting, and performance tracking
Operate with high ownership for GRR and NRR across a large pooled book of business

Qualification

Customer Success ManagementData AnalysisCRM ProficiencySaaS ExperienceCommunication SkillsOutcome OrientationELearning ExperienceOrganizational Skills

Required

One to five years of experience in customer success, digital success, account management, or a related SaaS role
Experience managing customers through one to many or tech touch models
Strong analytical mindset with the ability to turn data and signals into action
Clear, concise communicator across digital and live channels
Comfortable running renewal and value conversations with SMB customers
Outcome oriented with a strong focus on retention and expansion metrics
Organized and effective using CRM and marketing automation tools in fast paced environments

Preferred

Bonus experience in eLearning, HR Tech, or scaled customer success functions

Benefits

Flexible, fully remote environment
Competitive employer-sponsored health insurances
401(k) + company matching
Professional development reimbursements
Quarterly remote work stipend
Annual wellness stipend
PTO
Monthly team events to nurture connection

Company

EasyLlama

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EasyLlama is an online platform specializing in workplace compliance, aiming to help organizations create safer, more compliant workplaces.
dateFounded in 2019
location
Covina, California, USA
people-size11-50 employees
web-link
https://www.easyllama.com

Funding

Current Stage
Early Stage

Leadership Team

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Samuel Devyver
Co-founder & CEO
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Michaël Devyver
Co-founder & CTO
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Recent News

Morningstar.com
TalentLMS Partners Up with EasyLlama to Simplify HR Compliance for Growing Businesses
2025-11-25
PR Newswire
BambooHR and EasyLlama Partner to Deliver Built-in Compliance Training for Businesses Worldwide
2025-10-21
Google Patent
Dynamic content personalization within a training platform
2025-02-16
Company data provided by crunchbase