Customer Success Manager

About us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global’s Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions.

Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years.

Lead Customer Success Manager, Scaled Programs

Location: Remote

Base Salary: $110,000

Bonus Potential: Up to 5% annually

Reports To: Director of Customer Success

About The Role

We’re looking for a strategic and hands-on Customer Success Manager Lead to design and scale our success programs for low touch and mid-market customers. This is a high-impact, role where you’ll build and execute tech-enabled strategies that drive adoption, retention, and satisfaction at scale.

You’ll shape the customer journey using tools like Pendo, host office hours to drive engagement, and create repeatable success motions that serve hundreds (or thousands) of customers efficiently.

What You’ll Do

• Design & Lead Scaled CS Strategy: Build a scalable success motion using automation, digital touchpoints, and lifecycle campaigns.
• Shape the Customer Journey: Use Pendo tool to deliver contextual guidance and drive proactive engagement.
• Drive Engagement at Scale: Develop journeys that deliver value across onboarding, adoption, renewal, and expansion.
• Host Office Hours: Facilitate regular sessions to connect with customers, answer questions, and share best practices.
• Own Key Metrics: Be accountable for adoption, retention, and customer health across your portfolio.
• Execute Cross-Functional Programs: Collaborate with marketing, product, and support to launch webinars, success hubs, and in-app experiences.
• Create Scalable Content: Develop and iterate on success plans, onboarding flows, and nurture campaigns.
• Mentor & Influence: Lead by example, coach peers, and embed scalable CS practices across the team.
• Team Leadership & Development: Coach and support other Scaled CSMs (if applicable), foster a culture of experimentation, and help build CS muscle across the organization.
• Program Measurement & Iteration: Regularly analyze program performance and customer feedback to optimize outreach, content, and success motions.
• Voice of the Customer: Aggregate insights from scaled programs to inform product, marketing, and customer experience strategy.
• Tool Ownership & Innovation: Partner with ops/RevOps to select, implement, and refine tools that power scaled engagement (e.g., health scores, lifecycle emails, tech-touch automations).
• Playbook Creation: Document and evolve best practices, workflows, and templates to drive consistency and repeatability.
• Segment Strategy Development: Help define segmentation strategy and engagement model for long-tail and mid-market customers.
• Strategic Account Experimentation: Test hybrid approaches that blend tech-touch and light-touch for emerging segments or specific use cases.
• Internal Advocacy: Act as a liaison between Scaled CS and leadership, ensuring resource alignment and program visibility.
  
  

What You Bring

• 7-10 years in Customer Success or Account Management, ideally in B2B SaaS
• Experience leading or supporting scaled/pooled CS programs
• Strong analytical mindset, comfortable with segmentation, KPIs, and health scoring
• Excellent communicator with a knack for simplifying complex ideas
• Familiarity with tools like Salesforce, HubSpot, Pendo, and Rocketlane
  
  

About Company Statement:

Accuris delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. https://accuristech.com/

Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

About Company Statement:

Accuris delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. (https://www.spglobal.com/engineering/en/index.html)

Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world’s most complex problems.

Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.