Manager, Scaled Success

ClosingLock•Austin, TX

208d•Onsite

About The Position

We’re looking for a Manager of Digital Success to help build and lead our scaled customer success program from the ground up. This role is ideal for someone who thrives at the intersection of people, process, and automation. You’ll help design and implement a scalable customer journey that ensures our growing customer base receives proactive support, meaningful education, and consistent engagement—without needing a one-to-one touch. You’ll also lead a small but mighty team, collaborate cross-functionally, and play a pivotal role in how Closinglock delivers value at scale to thousands of real estate professionals across the country.

Requirements

5+ years of experience in Customer Success, preferably with 2+ years in a scaled, digital, or pooled success or customer programs role.
Experience managing a team and mentoring team members.
A track record of designing and launching scalable customer success processes.
Familiarity with customer success platforms, email automation tools, and digital CS strategies.
A bias for action and a love for building from scratch
Excellent communication skills, strong cross-functional collaboration, and a passion for customer experience

Responsibilities

Design, build, and own the strategy and roadmap for Closinglock’s scaled customer success program.
Develop scalable processes, systems, and digital engagement strategies (e.g., email nurtures, webinars, self-service content, in-app guidance).
Segment customers and design data-informed playbooks for proactive engagement.
Collaborate with Product, Marketing, and Support to align messaging, tooling, and customer journeys.
Manage and grow a small team responsible for customer onboarding and delivering scaled success initiatives, self-service programs, cross-selling, and renewals.
Define KPIs, measure performance, and iterate to improve engagement, adoption, and retention.
Act as a strategic leader within Customer Success, driving innovation and operational efficiency.