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Scaled Customer Success Manager



Customer Service, Sales & Business Development
New York, NY, USA
Posted on Tuesday, April 2, 2024

Vitally is hiring our first Scaled Customer Success Manager! As a CSM, you'll use your people and communication skills (alongside our own product, of course 😉) to guide our customers towards success, from implementation through adoption at scale. You will take a data-driven approach to support customers with timely and relevant resources throughout their journey. The Scaled CSM role is a perfect role for someone who has an exceptional drive to execute, loves helping customers, has an analytical mindset, and is a strong writer.

This role is based in the CST or EST timezone.


  • Build and iterate automated campaigns to drive usage of Vitally’s features, to identify risks proactively, and to drive growth opportunities
  • Leverage Vitally to conduct an analysis of customer behavior, trends and pain points
  • Enhance existing 1:many Programs such as Office Hours and Trainings
  • Work cross-functionally with Product, Sales, Marketing, Onboarding and Support to surface customer engagement opportunities
  • Identify key aspects of the customers journey that can be optimized to improve customer health and expand use cases at scale
  • Manage inbound customer conversations and leverage on-demand resources to ensure our customers’ needs are addressed
  • Develop a knowledge of our software and of the market and environment in which our customers operate


  • 2+ years of demonstrated success in a Customer Success role
  • Proven history of working a large, growing cohort of customers with a solution-oriented mindset at scale
  • Strong communication and interpersonal skills, with the ability to build relationships with key stakeholders.
  • Ability to balance and prioritize multiple tasks and projects.
  • Experience using Customer Success Platforms [Bonus: if you’re a Vitally user]
  • Understanding of Customer Success metrics and KPIs.
  • Passion for helping customers and a commitment to providing exceptional customer service.

About Vitally:

Vitally is a Customer Success platform built for strategic and proactive CS teams looking to easily prevent churn and retain (and identify) their best customers. Some of the best CS teams at companies like Mixpanel, Segment, and Productboard trust Vitally to unify their customer data. We make it possible with our powerful analytics dashboards, intuitive automations, and project management tools that all together make their customer data collaborative, measurable, and actionable for all key stakeholders-- from CSMs to CEOs.

We’re a high-growth, VC-backed startup who, at the end of the day, are looking to onboard people who want to have a profound impact on both the business and their own career. How? Working together to build the future of Customer Success.

If you get excited about ownership, autonomy, impact, and quality output -- then we’re excited about you. We’re not here to hold your hand, but we’re here to build a great product together.

Benefits & Culture:

  • Salary: We offer a competitive salary for your experience as well as location.
    • The comp band for this role is $100,000-130,000 - depending on the skill and seniority of the candidate.
  • Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
  • Benefits:
    • 100% of health/dental/vision insurance premiums covered by us.
    • 401k with a company match.
    • Commuter benefits.
    • Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
    • Flexible work hours and work-from-home policy.
    • Yearly education stipend.
  • Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we enjoy having our own lives outside of Vitally.