Scaled Customer Success Manager

Ardoq • New York, NY

47d • Remote

About The Position

Scales Customer Success Manager at Ardoq
Location: New York City, or US Remote.
Empower our global clients to unlock the full potential of their enterprise architecture practice through expert, tech-led engagement at scale.
The Ardoq Story
Ardoq is one of Norway’s most exciting scale-ups—a truly global company built out of Oslo. We are a SaaS platform that helps organizations understand, manage, and evolve their complex digital landscape. By providing a dynamic, collaborative "digital twin" of their business, we connect systems, people, and processes to drive better decision-making and accelerate digital transformation.
Today, we help some of the world’s most complex organizations (like ExxonMobil and British Telecom) gain clarity in a changing world. We are backed by leading global tech investors, including EQT and One Peak, giving us the stability of a mature company with the speed and soul of a startup.
About the Role
This role is the strategic engine behind our ability to deliver value to every customer, regardless of size, by designing the systems and processes that power a world-class "one-to-many" engagement motion. You will bridge the gap between high-touch relationship management and automated efficiency, ensuring our global portfolio achieves measurable business outcomes and long-term growth.
At Ardoq, we value autonomy and psychological safety. In this role, you won't just follow a script; you will have the influence to shape your domain and the ownership to see your ideas through to execution.
US Salary band: $88,500 - $98,000

Requirements

• We are looking for a collaborator who balances deep domain expertise with a humble, "team-first" mindset.
• You have experience in B2B customer-facing roles, ideally within a high-growth SaaS environment, with a proven track record in a Scaled or Tech-Touch capacity.
• You are comfortable with ambiguity and enjoy the challenge of building from the ground up, with a passion for optimizing engagement workflows.
• You are proficient in success platforms and data-driven tools but are always curious about learning what’s next.
• You can translate complex enterprise architecture concepts into clear, actionable plans for stakeholders through digital and live "one-to-many" channels.
• You have experience using AI tools to analyze customer data, streamline workflows, and scale customer engagement—or a strong interest in learning how to integrate AI into day-to-day Customer Success operations.

Responsibilities

• Lead the vision and execution for Ardoq’s scaled customer engagement journey, turning digital touchpoints into meaningful value realization.
• Partner with CS Operations, Marketing, and Product to architect and refine a seamless tech-touch journey from onboarding through renewal.
• Use data-driven insights to architect the foundation for proactive churn mitigation and account expansion across high-volume customer segments.
• Help foster a high-performance culture built on mentorship and collective success
• Build and maintain strategic relationships across a large portfolio primarily through digital engagement and automated success plays.
• Use data-driven insights to identify customers in need and deploy scalable resources like webinars, guides, and "office hours".
• Proactively monitor account health data to implement automated or group-based mitigation strategies to prevent churn.
• Share best practices and advise customers on business objectives through one-to-many communication channels.
• Represent the product confidently through written content, video, and live sessions.

Benefits

• Employee Stock Options - share in Ardoq’s success as we grow together
• 25 days annual leave offered globally
• Enhanced parental leave available globally to support you and your family
• Retirement and insurance benefits, including travel, health, disability and life insurance
• Annual learning budget to support your growth and development
• A hybrid working policy: 2-3 days per week from one of our centrally located offices (London, Copenhagen, Oslo, New York)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees