Manager of Scaled Customer Success

Leadfeeder turns B2B websites into lead generation engines. Every day, potential buyers visit your website and leave without filling out a form. Leadfeeder reveals which companies are behind that traffic, shows what they care about, and helps teams act while interest is high.

By connecting website behavior with company data, intent signals, and automated workflows, Leadfeeder helps marketing and sales teams prioritise the right accounts and turn anonymous traffic into qualified pipeline.

We’re a remote-first, international team building the next generation of lead generation technology for B2B marketers. Join us and help redefine how B2B companies generate leads from the signals already happening on their website.

Position Overview

Leadfeeder is modernising Customer Success to work at scale, not just at the top of the customer base. This role covers the majority of our customers, so how it's run shapes what most people experience after they buy.

The goal: a lifecycle where customers reach first value fast, build a habit, renew, and grow — supported by programs where programs do the job, and a named CSM where the relationship earns it.

The team delivers that lifecycle through three connected motions:

• Priority coverage — a smaller group of customers per region gets a named CSM, chosen by value concentration or risk.
• Digital programs — the long tail is covered without a named owner: triggered outreach, one-to-many programs (office hours, webinars), self-serve content, and a shared expansion queue.
• Onboarding — every new customer on our mid-tier package gets a live, round-robin-booked onboarding call.

We're hiring a Manager to own all three and decide, with evidence, how the team's time splits across them.

The operating model, segmentation, and capacity framework are already live — designed earlier this year. What's open is proving them out: testing capacity assumptions against real volume, turning usage and health signals into weekly targeting the team can act on, and finding where automation and AI genuinely help rather than add noise. If you like pressure-testing a fresh model in the real world, this is the job. If you want a fully instrumented machine to optimise, it isn't.

What you will do

• Run a multi-motion coverage model
• Own named coverage: a small CSM team working a defined portfolio — driving stalled adoption, securing renewals, stabilising at-risk relationships.
• Own the digital long tail: triggered outreach, one-to-many programs, self-serve enablement, a shared expansion queue, and clean hand-offs to Support.
• Own onboarding: every eligible new customer gets a live first session; keep booking mechanics, volume, and completion rate healthy.
• Decide and defend the capacity split across the three. The current split is a working assumption — proving it out is one of your first jobs.
• Build the digital program engine
• Design programs that reach thousands of customers without a named owner: lifecycle campaigns, office hours, webinars, in-product prompts, self-serve paths.
• Decide where a human conversation earns its keep versus where a program does the job, and move the line as the evidence changes.
• Work closely with Marketing, Product, and Sales — most of this motion runs through channels CS doesn't own alone.

-Turn signals into action

• Read renewal load, expansion signals, and onboarding volume across the team every week, and act on them.
• Turn usage and health signals into thresholds: which patterns warrant a human conversation, which trigger a program, which are noise — sharpen these as you learn.
• Build reporting that gives an honest view of portfolio health, retention risk, and expected revenue movement.
• Feed what this team sees back into Product, Marketing, and Sales.
• Use AI where it creates leverage
• Apply AI to scale reach across the long tail and get more from the signals we already collect: health scoring, risk alerting, outreach personalisation, call prep.
• Ship AI where it genuinely changes the model's economics — don't run experiments that never launch. Use our internal AI ops team for support.
• Stay ahead of the curve on digital CS.
• Develop the team commercially
• Coach a small team who shift between three postures: individually accountable, program-driven, high-volume onboarding.
• Build skill in renewal, expansion, onboarding, and early risk conversations.
• Set expectations around outcomes — adoption improved, renewals secured, expansion surfaced — not activity cadences.
• Hire and develop as the team grows.

Requirements

Essential

• Experience running CS at scale — named coverage, pooled/tech-touch, or a mix. Only run one? Show how you'd design and stand up the other.
• A track record of managing and developing people across genuinely different ways of working on one team.
• Real exposure to digital or programmatic CS within B2B SaaS: lifecycle campaigns, automated outreach, one-to-many enablement. You know what works …