Scaled Customer Success Manager

About the role

This is a new role - and a foundational one. As our first Scaled CSM, you will build the success infrastructure that serves our largest customer segment: hundreds of accounts across different industries, use cases, and stages of maturity. You will design programs that work at volume - automated lifecycle journeys, retention playbooks, onboarding campaigns, and community-led engagement - and measure, iterate, and own every one of them. There is no playbook yet. You write it. You will also carry a portfolio of at-risk accounts directly (30% of your time), keeping you grounded in real customer challenges and feeding constant insight back into your scaled programs. To be clear about scope: this isn't a RevOps role. You won't be rebuilding pipeline architecture or owning system integrations - you'll use tools and automation to drive customer outcomes, where infrastructure is the means, and customer impact is the measure. And it's not a role for someone who "contributed to" programs. We want the person who owned them, shipped them, and can point to exactly what changed because they did.

Responsibilities

• Scale programs
• Design and run automated lifecycle campaigns: onboarding journeys, adoption nudges, health-based triggers, expansion signals, and win-back sequences.
• Build and own retention playbooks - structured, repeatable responses to disengagement, value gaps, and churn risk.
• Create scalable engagement programs: webinars, office hours, customer communities, and educational content that delivers value without 1:1 CSM time.
• Measure everything you launch. Track performance, cut what isn't working, and iterate fast.
• Own the tool stack: Intercom, HubSpot, Zapier, LMS, and LLM-powered workflows.
• Own a Portfolio of Accounts
• Carry a portfolio of at-risk accounts - execute save motions, diagnose value gaps, secure renewal, drive expansion. This is an intentional design, not a distraction. It keeps you grounded in real customer challenges and feeding constant insight back into your scaled programs.
• Collaborate Cross-functionally
• Partner with Product, PMM, Sales, and Solutions Engineering on signals, content, handoffs, and early lifecycle success.
• What success looks like
• The outcomes this role moves, in priority order: NDR across the portfolio → adoption and activation → retention across the scaled segment.
• You won't inherit a dashboard trending in the right direction. You will build the programs that move it - and we'll know it's working before those numbers fully turn.
• In your first 6 months:
• Multiple automated lifecycle programs are live, instrumented, and being iterated on real data
• A structured onboarding program is running and measurably shortening time-to-value
• An LMS is selected, implemented, and live with a published learning path
• You've carried a set of at-risk accounts through full save cycles, with documented outcomes
• By 12 months:
• Time-to-value is down meaningfully, and fewer accounts are sliding into at-risk
• NDR is trending in the right direction
• A documented, versioned playbook for the scaled CS motion exists - and the programs run and improve without daily direction
• What we're lo

Benefits

Additional Information

About Katana Katana is a remote-first, AI-first SaaS company building powerful inventory and manufacturing software for 1,500+ businesses that make and sell physical products around the world. We've just stepped into an exciting new phase of expansion - moving beyond small manufacturers into a larger market of modern, multi-channel, multi-location businesses. With that growth comes bigger opportunities, more complex problems, and the chance to shape how we scale. Our 100+ person team across 10+ countries is building what's next - together. And that's where you come in. If you're good at what you do, you've probably already met the ceiling. The playbook is written. The tools belong to another team. Your sharpest ideas go into a queue, get reviewed by a committee, and ship two quarters later with your name nowhere near them. You're optimizing a machine you didn't build and can't really change. This role is the opposite of that. Real ownership. At a larger company, you optimize someone else's playbook. Here you write it - from a blank page, with your name on it. Speed. Propose Monday, ship Friday. No committee, no six-month approval cycle. Visibility. A direct line to CS leadership. Your work is seen and attributed, not absorbed into team output. A credential that travels. "I built the scaled CS motion at Katana from zero" is a better story than being CSM #47 at a recognizable name - and that first-mover story counts for even more this early in the AI era. This isn't a role for someone who wants a bigger version of the job they already have. It's for someone who wants real ownership of something that matters - at a company moving fast enough that your work shows up in the results within months, not years. If you want to build something, not maintain something, this is the rare seat where you actually can.

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