This job has expired

This position was posted on February 16, 2026 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!

Scaled Customer Success Manager (Pooled Accounts)

EasyLlama Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join EasyLlama, a dynamic and rapidly growing company at the forefront of transforming the HR compliance industry. We are revolutionizing outdated training methods, creating engaging, fun, and interactive solutions tailored for the mobile-first generation. Our mission is to empower millions of employees worldwide to foster safer, more positive, and inclusive workplaces. As we continue to innovate and set new standards in compliance solutions, our vision extends beyond mere training; we aim to be a strategic partner for thousands of organizations, significantly reducing employee risk and cultivating a more inclusive and secure environment for everyone.
• In this Scaled Customer Success Manager role, you will be instrumental in managing a pooled book of Small and Medium-sized Business (SMB) customers, each with an Annual Recurring Revenue (ARR) under $5,000. This position operates within a one-to-many, scaled Customer Success model, with a primary focus on driving retention, adoption, and expansion outcomes across your assigned customer base.
• You will own the gross and net revenue retention for the SMB segment, achieving this through the meticulous execution of repeatable lifecycle motions rather than traditional one-to-one account management. This approach allows for greater efficiency and impact across a larger volume of clients.
• A key responsibility will be to design, execute, and continuously optimize adoption campaigns. These campaigns will be delivered through a variety of channels, including in-app messaging, email, webinars, chat, and phone, ensuring a multi-channel approach to customer engagement and education.
• You will proactively monitor customer health, usage patterns, and engagement signals. This data-driven approach will enable you to identify potential churn risks early and trigger timely interventions at scale, preventing customer attrition.
• The role involves managing the renewal process through both automated and semi-automated workflows. This includes reinforcing the value of EasyLlama, proactively mitigating renewal risks, and conducting readiness outreach to ensure a smooth renewal experience for customers.
• Identifying expansion opportunities is crucial. You will pinpoint expansion signals derived from customer usage data, product behavior, and key lifecycle milestones. Your efforts will influence expansion by executing targeted campaigns and routing qualified opportunities to the appropriate sales teams.
• You will collaborate closely with the Marketing team to build and run effective lifecycle programs, engaging webinars, and in-product educational content that drives customer value and adoption.
• Partnering with the Support team is essential to gain a deep understanding of common customer issues. Your insights will help reduce friction by developing proactive educational resources and implementing deflection strategies.
• You will act as a vital conduit for customer feedback, sharing aggregated customer insights with the Product team to influence the product roadmap and enhance in-app experiences, ensuring our product evolves with customer needs.
• HubSpot will be your primary system of record for managing customer engagement, executing workflows, generating reports, and tracking your performance metrics. Operating with a high degree of ownership for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across your large, pooled book of business is paramount.
• This role demands a proactive, data-driven, and scalable approach to customer success, contributing directly to EasyLlama's continued growth and market leadership. You will be a key player in ensuring our SMB customers derive maximum value from our platform, leading to sustained loyalty and growth.

🎯 Requirements

• One to five years of experience in customer success, digital success, account management, or a related SaaS role.
• Proven experience managing customers through one-to-many or tech-touch models.
• Strong analytical mindset with the ability to translate data and signals into actionable strategies.
• Clear, concise, and effective communication skills across both digital and live channels.
• Comfortable running renewal and value-based conversations with SMB customers.
• Outcome-oriented with a strong focus on retention and expansion metrics.
• Highly organized and effective in utilizing CRM and marketing automation tools in fast-paced environments.
• Bonus experience in eLearning, HR Tech, or scaled customer success functions.

🏖️ Benefits

• Salary range of $84,000 to $114,000.
• Flexible, fully remote work environment.
• Competitive employer-sponsored health insurance plans.
• 401(k) with company matching.
• Professional development reimbursements.
• Quarterly remote work stipend.
• Paid Time Off (PTO).
• Annual wellness stipend.
• Monthly team events to foster connection.

Skills & Technologies

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

EasyLlama Inc.

Visit Website

About EasyLlama Inc.

EasyLlama Inc. provides online compliance training for workplaces. Its cloud platform delivers video-based courses covering harassment prevention, workplace safety, diversity, and ethics, aimed at U.S. employers. Interactive modules, mobile-friendly access, and real-time tracking help HR and legal teams meet federal and state mandates while promoting respectful cultures. The company serves small businesses to large enterprises across retail, tech, healthcare, and other sectors. Founded in 2019 and headquartered in San Francisco, EasyLlama offers multi-language content and automated certification, reducing administrative burden and legal risk for organizations.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.