About the role
Scaled Customer Success is where activated accounts become growing ones. Every account in your portfolio has cleared Implementation, has a validated spend baseline, and has been routed here based on their profile. Your job is to take that starting point and build on it: deeper adoption, higher spend, recent products attached, and the right accounts identified for graduation.
As a Scaled CSM, you own a high-volume portfolio of accounts and your job is to move them forward. You work at scale, supported by automation, lifecycle programs, and health signals. But the instinct that drives performance in this role is not operational. It is commercial. You spot the account that is quietly stalling before it churns. You identify the spend category that has not been unlocked yet. You find the accounts that are ready to graduate and push them there. Tools assist. Judgment drives.
This is a signal-driven, programmatic role. Success here does not come from managing relationships across hundreds of accounts one conversation at a time. It comes from designing the right interventions,
deploying them at the right moment, reading what the data is telling you, and knowing when to go hands-on.
What you'll do
Portfolio management and growth:
Own a high-volume portfolio of accounts across the full post-activation lifecycle
Drive GTV ramp across your book by identifying and unlocking untapped spend potential within each account
Monitor adoption signals across spend categories, card penetration, and user growth, and intervene early when accounts stall
Cross-sell SuperPay and SuperCard growth opportunities where product signals indicate readiness.
Scaled programs and automation:
Design and deploy one-to-many engagement programs: automated email campaigns, in-app messaging, and lifecycle nudges triggered by product milestones and behavioural signals
Build and maintain scalable resources that help customers progress independently, onboarding guides, usage walkthroughs, and self-s