Customer Success Manager, Scale

Centralize

4d•$100,000 - $115,000

About The Position

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.

Requirements

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

Responsibilities

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
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
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