Scale Customer Success Manager

At Utila, you’ll help build the modern, enterprise-grade platform that powers digital asset operations for more than 275 global institutions. Our technology secures $20B+ in monthly transaction volume and has protected over $200B to date, and we’re growing fast, backed by $50M in funding and a rapidly expanding customer base.

We work on mission-critical systems that demand innovation, precision, and deep technical expertise. If you’re excited by complex challenges, want to work with powerful teammates, and are looking to make a real impact on the future of financial technology, you’ll feel right at home here.

We’re hiring a Scale CSM to own the one-to-many customer success motion across a high-volume, pooled portfolio of crypto-native and fintech customers. You’ll design and operate programmatic engagement - lifecycle campaigns, health-triggered interventions, and scalable enablement - that drives adoption, retention, and expansion without dedicated account assignments. This is a builder role: you’ll create the playbooks and systems that make scaled CS a growth engine, not a support desk.

Scaled Engagement & Lifecycle Programs

• Own a pooled book of business across growth and mid-market segments, managing 80–150+ accounts through programmatic, data-driven motions rather than 1:1 relationships
• Design, launch, and iterate on lifecycle campaigns (onboarding sequences, adoption nudges, renewal prep, expansion triggers) that deliver value at every stage of the customer journey
• Monitor health scores, usage telemetry, and risk signals at scale; intervene with targeted outreach when data warrants human touch

Retention, Expansion & Revenue Impact

• Drive net revenue retention across your pooled portfolio by identifying expansion signals and routing qualified opportunities to Sales
• Own renewal outcomes for your segment-build repeatable renewal workflows that reduce churn and minimize last-minute fire drills
• Run structured experiments (e.g., onboarding A/B tests, re-engagement campaigns) and report on impact to continuously improve the scaled motion

Cross-Functional Collaboration

• Partner with Product and Marketing to build self-serve enablement assets: knowledge base content, webinars, in-app guides, and community programs
• Feed aggregated customer insights upstream-surface adoption blockers, feature requests, and segment-level trends that shape the product roadmap
• Collaborate with Support to define escalation paths and ensure scaled accounts receive fast, consistent resolution

Experience

• 2 years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS, fintech, or crypto infrastructure
• Hands-on experience with scaled or pooled CS motions- you’ve managed high-volume books of business using tech-touch strategies, not just high-touch 1:1 engagement
• Track record of building repeatable programs (onboarding playbooks, lifecycle campaigns, health-driven interventions) that moved retention or adoption metrics

Skills & Mindset

• Crypto-curious (required): you don’t need to be crypto-native, but you must demonstrate genuine interest in blockchain, digital assets, and institutional crypto infrastructure -and be ready to get up to speed fast
• Data-informed operator: comfortable reading dashboards, synthesizing account signals, and translating data into action. You think in cohorts and segments, not just individual accounts
• Strong written communication: your emails, campaigns, and documentation are clear, concise, and drive action. You write for scale, not for show
• Builder mentality: you thrive in ambiguity, create structure where none exists, and treat every process as a draft to iterate on

Utila’s strategic accounts get high-touch, dedicated CSMs. But as we scale, a growing segment of customers needs a different model-one that’s proactive, programmatic, and just as intentional about driving outcomes. You’ll build that model from the ground up. This is a foundational hire: the playbooks you create, the systems you design, and the programs you ship will define how Utila serves its next 100+ customers.