Scaled Customer Success Manager

Katana

1d • Remote

About The Position

Katana is a remote-first, AI-first SaaS company building powerful inventory and manufacturing software for over 1,500 businesses globally. We are entering a new phase of expansion, targeting a larger market of modern, multi-channel, multi-location businesses. This growth presents opportunities for significant impact and the chance to shape our scaling strategies. Our diverse, international team is focused on innovation. This role offers real ownership, the ability to write the playbook from scratch, rapid execution (propose Monday, ship Friday), high visibility to leadership, and the opportunity to build a significant career credential. This is not a role for someone seeking a larger version of their current job, but for an individual eager to own and build something impactful in a fast-paced environment.

Requirements

• A proven track record of building one-to-many programs from scratch — one or two strong programs you can link directly to outcomes and metrics.
• Hands-on retention and renewal ownership — whether as a CSM or account manager, you have owned a book of business and the revenue outcomes that come with it.
• Hands-on experience with lifecycle tools: Intercom, HubSpot, Zapier, or comparable platforms.
• Practical AI knowledge — workflow integration and output quality assessment, not just prompting.
• Live facilitation experience. You have hosted customer sessions, not just designed them.
• Data literacy: you read signals, form hypotheses, test them, and iterate.
• Builder first — energized by creating something that does not exist yet.
• Entrepreneurial and outcome-focused — you bring your own structure and close gaps without being asked.
• Comfortable with ambiguity. A clear outcome and an open brief should excite you, not concern you.
• Genuinely curious about customers — you want to understand the person behind the account, not just the metric.
• Adaptable — we change often and fast. What you do today will look different six months from now, and that comes with the flexibility to shape your own path.

Responsibilities

• Design and run automated lifecycle campaigns: onboarding journeys, adoption nudges, health-based triggers, expansion signals, and win-back sequences.
• Build and own retention playbooks — structured, repeatable responses to disengagement, value gaps, and churn risk.
• Create scalable engagement programs: webinars, office hours, customer communities, and educational content that delivers value without 1:1 CSM time.
• Measure everything launched: track performance, cut what isn’t working, and iterate fast.
• Own the tool stack: Intercom, HubSpot, Zapier, LMS, and LLM-powered workflows.
• Carry a portfolio of at-risk accounts — execute save motions, diagnose value gaps, secure renewal, drive expansion.
• Collaborate with Product, PMM, Sales, and Solutions Engineering on signals, content, handoffs, and early lifecycle success.

Benefits

• Growth experience at the fastest-growing inventory startup in the world
• A connected team, we celebrate our diverse culture with Katanauts located all over the world
• A working environment that fits you and a WFH budget that supports you in designing an inspiring workspace
• A competitive salary and employee stock option program
• 28 days of paid vacation per year + 3 paid health days
• Health and Wellness package
• Your birthday off as a gift
• A team vibe to keep you smiling even on the rainiest days
• World-class team events; We celebrate in person annually at our company Summer Days and get together remotely as often as possible.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed