SaaS Customer Success Manager

About Scale Insights
Scale Insights is a leading SaaS provider of Amazon PPC automation and analytics, trusted by over 3,000 brands to optimize 114+ million ad operations and drive $21 billion in GMV. Our mission is to help Amazon sellers run leaner, more profitable advertising operations—freeing up time and boosting margins.

We believe Customer Success is more than retention—it’s about turning every customer into a growth story. This means guiding them to value fast, expanding their success over time, and using insights to open new revenue opportunities.
If you are customer-obsessed, a confident communicator, commercially minded, and data-driven, this role is for you.

About the Role:
As a Customer Success Manager, you’ll play a pivotal role in turning new users into high-value, long-term customers. You’ll own the onboarding process and be directly responsible for driving key metrics including user activation, retention, and expansion.

This is a results-oriented role ideal for someone with a strong SaaS sales background.

Key Responsibilities:
1. Own the Customer Onboarding Experience
-Deliver high-impact onboarding sessions tailored to customer goals, use cases, and business objectives.
-Guide new users through initial platform setup, integrations, and training to accelerate time-to-value.
-Collaborate with Product and Support teams to ensure technical and strategic readiness during onboarding.

2. Drive Conversion and Activation Metrics
-Track and optimize the % of users who convert after onboarding calls, using insights to refine messaging and workflows.
-Continuously test and iterate onboarding frameworks to maximize user engagement and product adoption.
-Identify early indicators of product fit and proactively address potential friction points.

3. Manage Expansion Opportunities
-Monitor customer usage trends and proactively surface expansion opportunities within the first 30 days post-onboarding.
-Educate customers on additional features, plans, or modules that align with their evolving needs.

4. Shorten Time-to-Expansion
-Implement playbooks to accelerate the time between onboarding and customer expansion, driving upsell and cross-sell revenue.
-Leverage usage data and customer feedback to prioritize accounts with high expansion potential.
-Deliver compelling business reviews and usage insights that justify ROI and encourage account growth.

5. Be a Trusted Strategic Advisor
-Develop a deep understanding of the Amazon ads landscape and how customers can maximize ROI through your platform.
-Share industry trends, platform updates, and best practices regularly to position your team as a trusted partner.

6. Ensure Customer Health and Retention
-Monitor account health using tools and metrics (NPS, engagement scores, CSAT, churn risk indicators).
-Conduct periodic check-ins and business reviews to ensure customer satisfaction and success.
-Proactively intervene with at-risk accounts to reduce churn and improve retention.

7. Collaborate Across Teams
-Partner closely with Product to relay feature requests, bugs, and customer feedback.
-Work with Marketing to develop case studies, testimonials, and user stories.

8. Maintain Accurate Records and Reporting
-Keep CRM and CSM tools updated with detailed notes, next steps, and customer interactions.
-Report weekly/monthly performance against KPIs like onboarding call volume, conversion %, expansion %, and time-to-expansion.
-Use data to inform decision-making, improve customer journeys, and share learnings internally.

Requirements:
~2–4 years of experience in a SaaS customer success, sales, or account management role
~Proven ability to drive onboarding, user activation, and revenue expansion
~Excellent communication and presentation skills
~Ability to manage multiple accounts and prioritize tasks effectively
~Comfortable with CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight, etc.)

Preferred to have :

1. Experience working in or with adtech platforms (e.g., Google Ads, Meta Ads, Amazon Ads)
2. Strong analytical skills and a data-driven mindset

????How to Apply????
Interested candidates are invited to send their application with the subject line " Customer Success Manager SI " to ----------