Scaled Customer Success Manager

As a Scaled Customer Success Manager, you will redefine how we support and grow our Paper account segment. Unlike traditional 1:1 CSM roles, you will own the health and success of hundreds of customers simultaneously by leveraging automation, data-driven insights, and digital-first engagement strategies. You will sit at the intersection of Technical Support, Customer Success, and Operations, ensuring that no customer is left behind while maintaining the efficiency of a high-volume business model.

You'll help us protect honest people online by:

• Digital Success Strategy: Design and execute automated one-to-many communication playbooks (using SFSC/Intercom) to drive product adoption, share updates, and provide usage tips.
• Lifecycle & Health Monitoring: Proactively monitor Customer Health Scores (CHS). Identify accounts at risk and deploy automated nudge campaigns or triage them for manual intervention.
• Advanced Technical Triage: Act as the Tier 2 escala...