Scale Customer Success Manager

American Airlines Group • Denver, CO

6d • Hybrid

About The Position

At Envoy, we're passionate about helping our customers succeed at scale. As a Customer Success Manager on the Scale Team, you'll play a key role in driving adoption, engagement, and retention across a high-volume portfolio of long-tail and strategic-growth accounts. This role is ideal for someone who thrives in a data-driven, fast-paced environment and is motivated by the opportunity to have a broad impact through both direct customer relationships and digital engagement strategies. You'll collaborate closely with teams across Sales, Marketing, Support, Product, and Data—while building strong connections with our customers. This is a hybrid position that requires 4 days a week (Monday - Thursday) in our Denver, Colorado office.

Requirements

• 3+ years of experience in a customer success or account management role.
• Proven ability to manage a large book of business and an analytical mindset.
• You're comfortable drawing insights from data to evaluate customer performance, make decisions, and prioritize effectively..
• A strong track record of driving customer adoption and identifying upsell opportunities.
• Demonstrated ability to quickly learn new concepts and a strong desire to continuously grow into a product expert.
• Strong written and verbal communication skills, including experience with 1:many communication at scale.
• Proficiency with CRM and communication tools like Salesforce, Outreach, Mixmax, Gainsight, and Vitally.
• Entrepreneurial and resourceful with a go-getter mindset.
• Naturally empathetic and data-driven in your approach.
• Ahead of industry trends and methodologies, and constantly looking to better your game through new technologies and learnings.
• Highly organized and able to manage multiple accounts and priorities.
• Based in or willing to work in our Austin, TX, or Denver, CO offices with a 4-day-a-week in-office policy.

Responsibilities

• Manage a Book of Business: Own a portfolio of hundreds of customers, prioritized based on health, ARR, lifecycle stage, and expansion potential.
• Drive Adoption and Retention: Engage customers through a mix of one-to-one, one-to-few, and one-to-many strategies to drive meaningful product adoption, maximize feature utilization, and reduce churn risk.
• Unlock Expansion Opportunities: Surface and nurture expansion potential within your accounts. Collaborate with Sales to build a strong pipeline and convert opportunities into revenue growth.
• Leverage Data to Prioritize: Monitor customer health, product usage, engagement signals, and renewal timelines to deliver timely, personalized touchpoints and interventions.
• Build Repeatable Programs: Partner with Marketing, Product, and Ops to create scaled campaigns that educate and guide customers through their lifecycle.
• Deliver Strategic Touchpoints: Host 1:many workshops, office hours, and lifecycle check-ins for all customers. Engage directly with strategic customers when the business case supports 1:1 outreach.
• Surface Insights and Feedback: Serve as the voice of the customer by escalating feature requests and product gaps that impact retention at scale.
• Partner Cross-Functionally: Serve as a customer advocate to the rest of the organization, work with Sales, Support, Implementation, and Product to align around customer goals and deliver a cohesive experience.

Benefits

• A high degree of trust in your ideas and execution.
• An opportunity to partner and collaborate with other talented people.
• An inclusive community where you feel welcomed and cared for as a person.
• The ability to make an immediate impact, helping customers create a great workplace experience.
• Support for your personal and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees