Scaled Customer Success Manager

Scaled Customer Success Manager

Location: Remote

Role Type: Full-Time Individual Contributor

Sched is entering a phase where scale, consistency, and predictability matter as much as growth. This role exists to operationalize customer success for our long-tail customers through standardized, repeatable engagement. You will own renewals and retention for a high-volume portfolio.

This is an execution-heavy role. You will thrive here if you enjoy process, volume, and clarity over customization. Expect repetition. Expect constraints. Expect to be measured on outcomes, not effort.

What you will own

Your success will be measured by your ability to drive three core outcomes:

1. Long-Tail Renewals (The Outcome):

   Own timely, predictable renewals for low-ARR customers using standardized workflows. You will close renewals early, handle common objections, and escalate only when necessary.

2. Operational Efficiency (The System):

   Execute CS playbooks at scale with zero customization. Maintain clean CRM hygiene, follow renewal timelines rigorously, and help move the scaled motion toward automation.

3. Consistent Customer Experience (The Baseline):

   Deliver a clear, firm, and friendly experience for hundreds of customers with minimal human touch, reinforcing self-serve behaviors and product-led success.

What we need

• 2–4 years of experience in Customer Success, Account Management, or Support in a SaaS environment.
• Comfort managing high account volume (300–500+ accounts) without losing control or missing deadlines.
• Strong process discipline: you follow defined workflows and improve them rather than working around them.
• Clear, confident written communication and the ability to say no when appropriate.
• Renewal and commercial fluency: understands terms, pricing, and when to escalate discounts or edge cases.
• Tool-first mindset with experience living in CRM and billing systems (HubSpot preferred).
• Strong prioritization skills and comfort working from queues, inboxes, and deadlines.
• Operational mindset: you care about predictability, hygiene, and repeatability more than bespoke solutions.
• Ability to handle repetition without disengagement.

What we are offering

We are a 100% remote, distributed and global team. Sched offers a broad suite of benefits to its employees including company-sponsored health, dental, vision, life, disability, and other insurance programs. We also offer retirement plans including a 401K and matching program. Other benefits include discretionary annual bonuses, education expenses, paid time off (“PTO”), fitness benefits and other incentive programs. We regularly get together throughout the year for team meetings in incredible places like Morocco, Japan, Cambodia, and Colombia, all covered by Sched. Part-work, part vacation, we call them #schedcations.

• Anticipated Total Compensation Range:
• Benefits: Health/Dental/Vision/Disability/Life + Robust 401k + Flexible Work + 20 Days PTO
• Location: 100% Remote Available (virtual team of 18 with no corporate office)
• Culture: Human-first with High-Performing, Happy & Humble People (no jerks)