Scaled Customer Success Manager

2 days ago

Canada Perceptyx Full time

About Perceptyx At Perceptyx, we’re on a mission to help organizations turn employee insights into measurable impact. Our AI-enabled employee experience platform leverages the science of listening, behavioral nudges, and predictive analytics to help clients elevate engagement, retention, and performance. We’re a team of innovators fueled by purpose, collaboration and excellence and we’re looking for someone who wants to play at the highest level. The Opportunity In this role, you’ll drive measurable value, retention, and expansion across a digital portfolio of customers. You’ll combine Customer Success expertise with scalable, AI-enabled engagement—designing digital touchpoints, automations, and lifecycle programs that guide adoption, influence renewal, and surface growth opportunities. This role blends CSM execution with CS Ops thinking: using data, product usage, and predictive signals to prioritize engagement, automate workflows, and trigger selective high-touch moments tied to renewal, risk, or executive alignment. You’ll also help shape our digital CS motion beyond your own book by documenting best practices and contributing to repeatable frameworks. What You’ll Do Own onboarding, adoption, renewal, and expansion across a digital-tier customer portfolio Use data, product insights, and AI-enabled tools to monitor health, predict risk, and identify opportunities Execute digitally scaled engagement: lifecycle campaigns, automated nudges/CBRs, onboarding sequences, education content, and office hours Apply judgment to invest high-touch only when tied to renewal, value realization, or growthPartner cross-functionally (Product, Sales, Marketing, Education, CS Ops) to surface feedback and improve programs Contribute to CS frameworks, playbooks, and repeatable motions that scale across customer cohorts What You’ll Bring 3–5 years in Customer Success, Account Management, or digital engagement in B2B SaaS Strong commercial acumen and confidence supporting renewals and identifying expansion paths Exposure to digital-first CS motions (automations, playbooks, lifecycle programs) Comfortable using AI-enabled tools for customer insights, automation, content creation, forecasting, and risk detection Analytical mindset with ability to interpret product usage, health metrics, and value signals Excellent communication and executive-facing presence Organized, self-starter attitude with ability to manage multiple accounts at scale Interest in growing toward advanced strategic CSM or CS Operations roles Bonus Points If You Have Experience in employee experience, HR tech or people analytics. Background with AI-driven platforms or analytics-led solutions. Why You’ll Love Working Here Meaningful work improving the lives of employees at global organizations A highly collaborative and supportive team culture Flexible remote work environment Opportunity to drive impactful products at scale We Care About The Whole Person

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