Manager, Scaled Customer Success Job at Skyhigh Security (Bangalore)

Job Description

Skyhigh Security is seeking an innovative, data-driven, and strategic leader to build, own, and execute our Digital & Scaled Customer Success program. Your mission is to architect a 1:many engagement model that effectively drives product adoption, delivers provable value, and ensures retention and growth for our scaled customer segments. This is a high-impact role for a commercially-oriented builder who loves to blend technology, data, and human-centric program design. You will be the voice of thousands of our customers, creating automated and semi-automated journeys that guide them to success at every stage of their lifecycle. You will own the successful adoption of our product by–and the growth and commercial success of–our scaled customer base.

Job Responsibility

Architect and deploy the end-to-end digital-first customer success strategy, from onboarding to renewal
Define customer segments and map out distinct, data-triggered customer journeys for each
Design and implement a robust customer health scoring model to proactively identify risk and opportunity at scale
Set the vision, OKRs, and key performance indicators (KPIs) for the scaled program, focusing on Net Revenue Retention (NRR), Gross Revenue Retention (GRR), product adoption, and advocacy
Build and optimize a portfolio of 1:many programs, including automated email campaigns, in-app messaging, webinars, workshops, and office hours
Oversee the management and optimization of our Customer Success tech stack (e.g., Gainsight/ChurnZero, Pendo/Amplitude, Salesforce, Marketo, etc.) to deliver personalized, timely, and relevant interventions
Collaborate with Marketing to develop a content library (case studies, best practice guides, videos) that supports scaled education and value realization
Develop and manage a digital renewal process for the scaled segment, partnering with Sales and Renewal teams
Report on and effectively communicate the state of scaled customer health to the Executive Leadership Team and all above stakeholders
Hire, mentor, and lead a high-performing team of Digital CSMs
Foster a culture of data-driven decision-making, continuous experimentation, and rapid iteration
Serve as the key cross-functional partner, aligning with Product (to provide scaled feedback, drive in-app adoption), Marketing (for content and campaigns), Data Science (for predictive analytics), and Sales (for expansion signals)
Own the reporting and analysis of all scaled CS metrics
Deliver regular insights and reports to the executive team on program performance, segment health, and customer sentiment
Use data to identify friction points in the customer journey and advocate for product or process improvements
Develop and use AI agents to operationalize scaled customer journeys

Requirements

5+ years of experience in Customer Success, Customer Marketing, or Marketing Operations, preferably in a B2B SaaS environment
2+ years of direct management experience, with a proven track record of hiring and developing exceptional talent
Demonstrable experience building and managing a 1:many, tech-touch, or digital-first customer program from the ground up
Deep, hands-on expertise with Customer Success platforms (Gainsight, ChurnZero, etc.), CRM (Salesforce), in-app guidance tools (Pendo, WalkMe, etc.), and marketing automation (Marketo, HubSpot, etc.)
Highly proficient in analyzing data to measure program effectiveness, identify trends, and make strategic recommendations
Ability to think strategically and long-term, while also being able to roll up your sleeves and execute
Exceptional communication and presentation skills, with the ability to articulate a clear vision and influence cross-functional stakeholders

Nice to have

Experience building and managing a customer community
Proficiency with data analysis and visualization tools (e.g., SQL, Tableau, Power BI)
Experience in a high-growth startup or scale-up environment
MBA or advanced degree in a related field

What we offer

Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement

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