About the job
At BeyondTrust, we empower individuals to turn their passion into purpose by contributing to our mission of creating a safer world through our innovative cybersecurity SaaS solutions.
Our culture embraces flexibility, trust, and a commitment to continuous learning, ensuring you are acknowledged for your personal growth and the significant impact you have on our success. You will collaborate with inspiring colleagues who motivate and support you to reach your full potential.
The Role
As a Scaled Customer Success Manager, you will manage a diverse and high-volume customer portfolio. Your primary responsibility will be to ensure that customers derive maximum value from our solutions at scale. By working in close partnership with the Sales team, you’ll help define success criteria during or after the sales process, guide customers throughout their adoption journey, and proactively drive outcomes that promote retention and growth. You will thrive in a dynamic environment, leveraging data-driven insights alongside a customer-centric approach to deliver exceptional experiences across your portfolio.
What You’ll Do
Customer Portfolio Management
- Oversee a portfolio of 100–150 customers utilizing a scaled engagement model.
- Utilize data, health indicators, and lifecycle triggers to prioritize accounts effectively.
- Facilitate smooth onboarding processes to accelerate product adoption.
- Provide consistent and repeatable customer touchpoints via digital, automated, and one-to-many communication channels.
Pre-Sales & Sales Cycle Collaboration
- Work closely with the Sales team to establish customer success criteria prior to contract signing, or collaborate post-sale to determine the best strategies for engaging existing customers to drive adoption.
- Ensure a seamless transition from sales to post-sales by thoroughly understanding customer goals, timelines, and priorities.
Driving Adoption & Customer Outcomes
- Guide customers through their defined adoption plans and ensure accountability to agreed-upon timelines.
- Influence both decision-makers and end-users to enhance product usage and achieve behavioral changes leading to quicker time-to-value.
- Offer expert advice and best practices to help customers attain measurable outcomes aligned with their objectives.
Data-Driven Decision Making
- Analyze customer data, product telemetry, and trend patterns to uncover risks and opportunities within your portfolio.
- Leverage insights to target interventions, customize scaled programs, and inform broader Customer Success initiatives.
Retention & Performance
- Take ownership of adoption and retention strategies to enhance customer satisfaction and loyalty.

