Customer Success Manager, Retention & Expansion

About Scale Insights

Scale Insights is a SaaS platform that helps Amazon sellers and agencies automate and optimize their Amazon PPC operations.

We are building a dedicated Customer Success function to help customers adopt the platform more deeply, achieve better outcomes, stay longer, and expand their usage.

About the Role

We are looking for a hands-on Customer Success Manager to own onboarding, adoption, retention, and expansion across our customer portfolio.

This is not a ticket-handling support role. You will proactively engage customers, understand their goals, identify adoption gaps, spot churn risks, and uncover expansion opportunities.

Because this is an early Customer Success role at Scale Insights, you will also help shape the customer health signals, playbooks, processes, and account coverage model that future CS hires will use.

What You'll Do

• Onboard new customers and help them reach value quickly.
• Drive adoption of key Scale Insights features and workflows.
• Define and monitor customer health signals, including usage patterns, adoption gaps, churn risk indicators, and expansion triggers.
• Segment customers by risk, value, engagement level, and potential, then decide which accounts need high-touch follow-up and which can be supported through scalable outreach.
• Identify churn risks early, diagnose blockers, and work with customers and internal teams to improve the situation.
• Spot expansion opportunities across accounts, marketplaces, users, plan upgrades, and deeper adoption of advanced workflows.
• Run customer check-ins and business reviews that connect Scale Insights usage to customer outcomes.
• Capture recurring objections, product friction, customer feedback, and usage patterns, then turn them into clear insights for Product, Content, Marketing, and leadership.
• Build and improve repeatable playbooks for onboarding, adoption, churn prevention, and expansion.

What We're Looking For

• Experience in SaaS customer success, account management, B2B sales, onboarding, renewals, or expansion.
• Strong communication skills and ability to build rapport with customers.
• Sales-minded, but not pushy. You can guide customers toward action without sounding transactional.
• Strong follow-through and ownership. You do not let accounts, conversations, or next steps fall through the cracks.
• Analytical enough to read customer signals, spot patterns, and prioritize the right accounts.
• Commercial awareness around retention, renewals, expansion, GRR, and NRR.
• Organized, reliable, and comfortable managing multiple customer relationships at the same time.
• Curious and willing to learn Amazon PPC and the Scale Insights platform deeply.
• Comfortable working remotely with a distributed team.

Nice to Have

• Experience with e-commerce, Amazon sellers, advertising platforms, PPC, or analytics-heavy SaaS.
• Experience working with SMB, mid-market, or agency customers.
• Experience in a remote SaaS team.
• Familiarity with CRM tools, customer health tracking, account reviews, or renewal workflows.

Success in This Role Looks Like

• Customers activate faster and understand how to get value from Scale Insights.
• More customers adopt important platform workflows.
• At-risk customers are identified and followed up with early.
• Retention improves across your customer portfolio.
• Expansion opportunities are identified, progressed, and converted into account growth where appropriate.
• Customer health signals, segmentation, and playbooks become clearer and more repeatable.
• Customer feedback is captured and turned into useful internal insights.

Why Join Us

Scale Insights already serves thousands of Amazon sellers globally, but our Customer Success function is still early.

This role gives you the chance to own real customer outcomes, help build the CS motion from the ground up, and grow with the function as the company scales.