Customer Success Manager

ADDIGY

Customer Success Manager

Role:  Customer Success Manager

Commitment:  Full Time

Reports To:  Manager of Customer Success

Location:  Remote (US)

Travel:  Approximately once per quarter for team meetings

Tech Stack:  G-Suite, Slack, Zoom, Salesforce, ChurnZero, Claude, Jira, Confluence

ABOUT ADDIGY

Addigy is a fast-growing SaaS company empowering IT professionals to manage Apple devices at scale. Our platform enables organizations and Managed Service Providers (MSPs) to monitor, secure, and manage macOS, iOS, and iPadOS devices in real time through a single, intuitive interface. We are guided by three core values: Humble – outcomes over ego, every time; Hungry – relentless in our pursuit of progress; and Smart – we’re curious, we dig, we never stop learning.

THE OPPORTUNITY

The Scaled Customer Success Manager owns the product experience, health, and outcomes for a large named portfolio of Addigy customers, typically 200+ accounts, covered with light-touch human engagement supported by digital programs. This role is accountable for onboarding, adoption, health, and retention across that book, using one-to-many engagement and disciplined prioritization rather than a standing cadence with every account. The job is to know which accounts need a human this week, and to be that human.

This is not a traditional CSM seat. You cannot give 200 accounts the attention a high-touch CSM gives 40, and the job is not to try. The impact comes from prioritization: knowing your book well enough, and reading the signals fast enough, that the right accounts get a person at the right moment. Done well, customers who would have quietly churned get caught, and customers who are growing get flagged to the Account Management team before they go looking elsewhere.

WHY THIS ROLE IS EXCITING

• High-leverage seat: Your prioritization decisions directly determine which customers succeed and which churn across a 200+ account book. The impact is real and visible.
• AI-forward by design: This role is built around AI leverage. You will be expected to build workflows and automations that make covering a large book possible, not just use tools others built.
• Define how it works: You will help shape how Addigy's scaled CS motion operates, including what gets automated, what gets a human, and how the two work together.

WHAT YOU'LL DO

Portfolio & Health Management

• Monitor and manage health scores across 200+ accounts in ChurnZero, maintaining accurate contact data and acting on risk signals early
• Operate a repeatable weekly triage routine that separates accounts needing intervention from those the digital motion is handling, and defend that prioritization to the Manager of Customer Success
• Execute alert-driven and lifecycle plays across the portfolio: at-risk save plays, low-adoption outreach, NPS follow-up, and renewal readiness

Customer Engagement at Scale

• Move new customers through onboarding using group sessions, guided self-serve paths, and targeted human checkpoints, ensuring they reach early product value within 90 days
• Run the recurring one-to-many motion for the book: office hours, webinars, segment training, and group business reviews
• Reserve one-to-one calls for accounts where the value or the risk justifies them; default to scaled engagement everywhere else
• Use Claude and connected AI tooling to draft outreach, summarize account state, prepare group session content, and build repeatable workflows that reduce manual work

Growth & Collaboration

• Identify and flag expansion opportunities to the Account Management team, including upsell signals, new use cases, and accounts showing growth in device count or team size
• Report recurring friction, failed touchpoints, and content gaps back to the Digital CSM so problems are fixed in the program rather than absorbed by the book
• Build and share AI-powered workflows with the broader CS team rather than keeping them personal

WHAT SUCCESS LOOKS LIKE

In the first 90 days, you will:

• Establish accurate contact data and a current health score for every account in ChurnZero, so the portfolio can be triaged rather than guessed at
• Build a repeatable weekly triage routine that turns 200+ accounts into a short, defensible list of who gets your time and why
• Stand up the one-to-many engagement motion: group onboarding sessions, recurring office hours, and segment webinars, with measurable attendance and follow-through
• Execute alert-driven plays in ChurnZero across the book and show measurable movement in health score distribution
• Have AI-powered workflows in place for account summarization, outreach drafting, and signal detection that you are actively using and improving

WHAT YOU BRING

Required

• 3-5 years of experience in Customer Success, account management, or a related field, with a focus on adoption and retention in SaaS
• Proven experience owning a large book of accounts; 150+ accounts is more relevant here than deep enterprise account management
• Proficiency with ChurnZero or a similar CS platform, Salesforce, and Jira/Confluence
• Demonstrated AI fluency: you can describe something you have actually built or streamlined with AI tools in a professional setting, and you are equally clear about where you chose not to use it
• Strong written and verbal communication skills, including comfort running webinars, group onboarding sessions, and office hours for IT professionals and MSPs
• Ability to read usage and health data across a large portfolio, spot patterns, and convert them into a ranked action list

Preferred

• Working knowledge of the Apple ecosystem (macOS, iOS, iPadOS), MDM concepts, Apple Business Manager, and device lifecycle
• Experience supporting or selling into MSP environments
• Hands-on experience building AI automations or workflows, not just using existing tools

WHO YOU ARE

• Ruthless Prioritizer: Comfortable deciding that most accounts will not hear from you this week, and able to explain the reasoning. Does not confuse activity with impact.
• Analytical and Proactive: Reads data across a large portfolio, spots patterns early, and addresses adoption or satisfaction gaps before they become escalations.
• Strong Communicator: Effective at conveying complex information clearly, running group sessions, and writing outreach that gets a response from a busy IT admin.
• AI-Forward: Sees AI as the only way to make this seat viable at scale. Actively builds and shares workflows rather than just using tools others built.

COMPENSATION

Compensation includes a competitive base salary commensurate with experience, with potential eligibility for the company annual bonus scheme. Full details will be shared during the interview process.

Addigy is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made on the basis of qualifications, merit, and business need.