As the leader of a Scale CS team, you will lead and develop a team of Scale Customer Success Managers responsible for driving customer success across our broader customer base through efficient 1: Many engagement strategies. You will be accountable for developing and overseeing scalable programs that ensure customer adoption, value realization, and growth across multiple customer segments simultaneously while coaching and empowering your team to deliver exceptional results.   
 
Strategy & Program Development  

• Define and execute the overall strategy for scalable customer success programs (Office Hours, Webinars, Group Training, Cohort calls, etc.) 
• Oversee the development and maintenance of the Customer Success newsletter and other scaled communication channels 
• Guide the planning and coordination of local customer events and user groups with local Marketing teams 
• Ensure consistent quality and continuous improvement of educational content serving multiple customer segments 
• Establish and document best practices, playbooks, and standard operating procedures for scale programs 

Customer Engagement Strategy 

• Design and optimize proactive outreach campaigns targeting specific customer cohorts (product cohorts, adoption cohorts, health-risk based cohorts, etc.) 
• Oversee the delivery of group workshops, webinars and training sessions led by the team 
• Drive the development and refinement of automated and semi-automated communication strategies 
• Identify and pursue expansion opportunities within customer segments through team enablement 
• Champion the creation of self-service resources and documentation that enable customer independence 
• Monitor and analyse customer health scores across the team’s book og business, intervening strategically as needed 
• Report on program progress and success metrics