Scaled Customer Success Manager EliseAI is seeking a Scaled Customer Success Manager to scale and optimize customer engagement through technology and data-driven strategies. In this role, you will manage a high volume of accounts, leveraging tools like PlanHat, Salesforce, Zendesk, and Gong to drive customer success. You'll be responsible for maintaining strong relationships through scalable engagement strategies while also meeting with customers for critical touch points such as business reviews and key strategic discussions. Your work will ensure customers achieve maximum value from EliseAI's products, blending automation with human interaction to deliver exceptional experiences. Key responsibilities include: Proactively manage a large portfolio of accounts, balancing automation and personal engagement to drive adoption, retention, and satisfaction Use platforms such as PlanHat, Salesforce, Zendesk, and Gong to monitor customer health, automate workflows, and track success metrics. Hands-on experience with at least one of these tools is required Schedule and lead critical customer meetings, including Quarterly Business Reviews (QBRs), to address strategic goals, share insights, and strengthen relationships Design and implement scalable communication plans using tools like in-app messaging, email campaigns, and self-service resources to support customer success Analyze customer usage patterns to identify trends, predict risks, and develop targeted strategies for improvement Partner with implementation teams to deliver efficient onboarding processes, using automated playbooks to set customers up for long-term success Develop self-service resources such as training videos, help guides, and FAQs to empower customers and reduce friction in their workflows Serve as the voice of the customer within EliseAI, sharing actionable feedback with Product, Engineering, and other internal teams to inform roadmap decisions Monitor customer health metrics to address underperformance early and mitigate churn risks Attract top-tier talent to join our driven team Requirements include: 2+ years of experience in a SaaS Customer Success role, ideally with a focus on managing a high volume of accounts Hands-on experience with customer success tools such as PlanHat, Gainsight, ChurnZero, Totango, or similar platforms is required Proven ability to lead critical customer meetings, including QBRs and strategic touch points Strong analytical skills with the ability to interpret data and drive actionable strategies Excellent written and verbal communication skills, with the ability to distill technical concepts for non-technical stakeholders. Experience balancing scalable, technology-driven engagement with personal relationship management Ability to thrive in a fast-paced, collaborative environment with a proactive mindset Knowledge of SaaS integrations, APIs, and technical workflows is a plus Willingness to work in person at our office 4-5 days a week Why join: Growth and impact. It's not often that you can get in on the ground floor of a funded startup that's scaling. That means that instead of following a playbook, you'll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You'll learn what works when you succeed and what doesn't when you fail. Either way, the rest of the team will be here to support you. Benefits include: Equity in the company Medical, Dental and Vision premiums covered at 100% Fully paid parental leave Commuter benefits 401k benefits Fitness & home services stipend to cover part of your expenses so you can focus on what matters A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office Unlimited vacation and paid holidays We'll cover relocation packages and make the move exciting, not painful! The salary range for this role is $80,000-$110,000 (OTE $112,500 - $132,500). EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process. EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at recruiting@eliseai.com.