Customer Success Manager, Scale

CUSTOMER SUCCESS MANAGER, SCALE At Centralize, we're building the GPS for navigating trust in complex deals — the relationship intelligence platform redefining CRM in the AI era. Webflow, Intercom, Brex, Cognition, LangChain, and Cresta use us to close their largest deals. We've grown 5x in the last year and accelerating. We just raised a Series A led by NEA and we're about to bring Centralize to the world: a public launch, self-serve signup, and the start of an enterprise revenue category becoming a household name. You'll join as an early member of the Customer Success team, partnering directly with our Head of Customer Success to shape how we onboard, educate, and support customers at scale. You'll own a portfolio of mid-market and growth-stage customers while leading onboarding, implementation, and adoption, creating scalable customer success playbooks, running trainings and business reviews, and driving product adoption, retention, and expansion. Compensation: $100,000 -115,000 JOB DESCRIPTION: Customer Ownership - Serve as the primary point of contact for a portfolio of customers, owning their outcomes end-to-end - Manage onboarding, implementation, and adoption for new customers - getting them live, active, and realizing value quickly - Run customer trainings, onboarding sessions, and executive business reviews - Monitor and prioritize your book of business using customer health signals, proactively identifying at-risk accounts and escalating appropriately - Drive product adoption, engagement, retention, and expansion opportunities across your portfolio - Own renewals and support expansion conversations in partnership with your Account Executive Scalable Programs & Education - Build and maintain scalable onboarding, implementation, and customer success playbooks that can serve customers at volume - Develop and deliver self-serve training content, help documentation, and education programs that empower customers to become self-sufficient - Own the support experience for your book — triaging, routing, and quarterbacking resolution for customer issues in partnership with Engineering Cross-Functional Partnership - Work cross-functionally with Sales, Engineering, and Leadership to improve the customer experience - Act as the voice of the customer — synthesizing feedback from your portfolio and partnering closely with Product and Engineering on feature requests and roadmap input - Proactively flag insights, trends, and risks from your book to inform broader business decisions WHO WE'RE LOOKING FOR: - 3+ years of experience in Customer Success, Implementation, Technical Account Management, or a related customer-facing role - Experience onboarding and supporting customers in a B2B SaaS environment - Strong project management skills - Comfortable leading conversations with both end users and executive stakeholders - Highly organized, proactive, and naturally take ownership - Strong problem-solving skills and ability to operate with limited structure - Excited to work in a fast moving startup environment and help build a function from the ground up - Strong technical curiosity and ability to learn complex workflows quickly WHY CENTRALIZE? - Joining right as we launch publicly and the category goes mainstream - Work with some of the most cutting edge GTM teams like Webflow, Intercom, Brex, Cognition, Cresta, and LangChain - Backed by the people who built modern enterprise software. Our NEA partner was the President of Salesforce and New Relic. Salesforce Ventures led our Seed and doubled down on the A — the system of record is investing in the system of action sitting on top of it - Angels include Cal Henderson (Co-Founder, Slack), Noah Weiss (former CPO, Slack), Eleanor Dorfman (Head of Sales, Anthropic) and GTM leaders from Figma, Box, Dropbox, and Notion - You're a power user of what you sell. Your workflow is the proving ground. Your feedback moves the roadmap.