Customer Success Manager

Customer Success Manager - Scalable AccountsJoin to apply for the Customer Success Manager - Scalable Accounts role at Abacum .About AbacumAbacum is the leading business planning solution for finance teams to drive performance. By automating reporting, enabling collaboration, and simplifying planning and forecasting, we help finance teams shift from number crunching to driving strategic decisions. Founded in 2020 by two former CFOs, we’ve grown into a global team of over 100 people across 30+ nationalities. Headquartered in New York, we have offices in London and Barcelona. We’re trusted by industry leaders such as Dish Networks, Strava, BetterUp, Kajabi, JG Wentworth, Abridge, Cortex, and hundreds more. We have raised over $100m, closing in June 2025 our $60M Series B, led by Scale Venture Partners, with participation from Cathay Innovation, Y Combinator, Atomico, Creandum, and angel operators from Adyen, Zapier, and Twitch.Customer Success Manager, Scalable SegmentAt Abacum, our Scalable Segment CSMs are the frontline defense against churn and the champions of efficient product adoption for our customer base. In this role, your mission is to manage a portfolio of accounts by mastering data‑driven engagement. You will ensure fast time‑to‑value, minimize churn risk, and identify high‑potential customers for expansion into our Premium offerings. If you thrive on building strong relationships, delivering impactful results, and being a critical part of your customers’ success, this is the perfect opportunity for you.Key ResponsibilitiesMonitor and drive usage metrics across a book of business leveraging automated triggers and in‑app guidance as the primary engagement method.Lead strategic calls to set clear expectations regarding the scalable touch model, timelines, and available Abacum resources.Proactively monitor customer health scores and adoption data, intervening with personalized outreach when signals indicate low usage.Leverage insights from the CS platform to quickly mitigate risk for struggling accounts and guide users back to the path of successful product utilization.Act as the first line of identification for customers who are consistently showing signs of rapid company growth, initiating conversations about scaling their contract.Utilize and refine standardized communication templates and playbooks to ensure consistent quality of service.Partner with sales to identify growth opportunities, strategizing and executing plans to expand customer accounts.Work closely with support and product teams to capture and implement customer feedback.Be accountable for net retention, customer happiness, and usage metrics across your book of business.Your Experience & SkillsProcess Automation: Proven ability to manage a large book of business (ideally 75+ accounts) by successfully adopting scalable strategies.Data‑Driven Decision Maker: Skilled in diving into usage data, identifying patterns, and using CS platforms to segment and prioritize outreach.Communication Master: Exceptional ability to communicate clearly, persuasively, and empathetically.Efficiency Pro: Outstanding organizational and prioritization skills, capable of juggling multiple automated playbooks and manually intervening only where necessary for maximum ROI.B2B SaaS Exposure: Hands‑on experience in the dynamic world of B2B SaaS and understanding the importance of scalable models for low‑ARR segments.Bonus Points if you haveExperience in a dedicated "Tech‑Touch" or "Scalable CS" role.Experience with financial planning (FP&A) or finance software users, even in a self‑service capacity.BenefitsCompetitive compensation including equity package.Competitive vacation policy.Access to Meditopia.Remote working model and flexible working hours.Personal development including language courses.Our ValuesCustomer Obsession: We share the understanding that Abacum's sole purpose is to create value for customers and relentlessly deploy all creativity and energy to that end.Audacious Ambition: We dream big and embrace discomfort. We assume risks, make on‑time mistakes and learn how to methodically accomplish our goals.Good People: We are self‑reflective and praise diversity of thought. We don't justify the end with the means and know where to draw the line. We have fun every day.Tough Love: We truly care for everyone in the team and embrace honest feedback and radical candor as ways to genuinely help each other.Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.Seniority LevelEntry levelEmployment TypeFull‑timeJob FunctionOtherIndustriesSoftware Development#J-18808-Ljbffr