Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Scaled Customer Success has become a defining function in SaaS as product-led adoption and digital engagement replace purely relationship-driven models. This role stands out for its explicit focus on one-to-many customer outcomes—using usage signals, structured outreach, and enablement content to influence retention and expansion across a broad book of business. The tooling mentioned (e.g., Gainsight and Salesforce) also signals a mature, systems-oriented approach to customer operations rather than ad hoc account management.
For a SaaS career, the work builds durable strengths at the intersection of customer strategy, data analysis, and lifecycle execution. Experience translating product telemetry into targeted programs is widely transferable across B2B SaaS, particularly as teams standardize playbooks and automation to serve larger segments efficiently. The emphasis on simplifying complex capabilities into guidance also develops a core SaaS skill: turning product value into repeatable customer behavior at scale.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Empower digital-first clients to thrive with Coveo
Have you ever wondered how far great guidance and smart enablement can take a customer? As a Customer Success Manager for our Scaled program, you’ll build digital-first engagement models to boost adoption, drive retention and expansion across our customer base.
With a consultative mindset and a knack for identifying trends and opportunities, you’ll turn data into insight, insight into action, and action into lasting client success.
This is a dynamic environment where you’ll refine our one-to-many approach, create meaningful customer outreach, and ensure every user gains tangible value from our product ecosystem.
As our Customer Success Manager, you will:
Analyze product usage to identify trends, recommend improvements, and elevate satisfaction and value realization.
Simplify complex product capabilities into accessible guidance that helps clients reach their goals at scale.
Develop and execute strategies for digital channels, focusing on a 1:many approach that strengthens engagement and improve product understanding
Contribute to the improvement of scaled CS playbooks geared towards nurturing a large customer base.
Innovate our approach to tech, data and automation with Customer Success platforms like Gainsight, Salesforce, etc.
Here is what will qualify you for the role:
3+ years of customer success or customer experience managing a large customer base of 150+ customers.
Experience building and managing a scaled customer success program to drive engagement, adoption, and value outcomes in a digital-first environment.
Strong communication and interpersonal skills to build trust and influence stakeholders.
Analytical strengths enabling you to translate complex data into clear, compelling recommendations.
Strong command of Customer Success tools like Gainsight and Salesforce
What will make you stand out:
Industry knowledge of self-service solutions, or support centers.
Previous involvement in customer communities or customer experience programs.
Familiarity with business intelligence tools.
Do you think you can bring this role to life? Or add your own color?
You don’t need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.
Send us your application, we want to hear from you!
Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
