Embrace is seeking a Growth Customer Success Lead to fundamentally reshape how scaled customer success operates. In this role, you will leverage automation and AI to build a high-impact system, owning a substantial portfolio of 150–200 accounts and designing the engine that enables one CSM to deliver value at 10x leverage.
What You'll Do
- Design and operationalize a scaled customer success engine using automation and AI tooling to deliver value across a large portfolio.
- Build and run one-to-many programs, such as webinars, office hours, enablement series, and lifecycle campaigns, converting repeatable plays into automated workflows.
- Evaluate, source, and implement tooling that increases customer coverage, engagement, and expansion efficiency.
- Own gross retention and expansion across your portfolio, maintaining strong forecasting discipline and renewal rigor.
- Identify and execute expansion opportunities, building relationships with both technical buyers and executive sponsors.
- Serve as a product and performance expert, specializing in user-focused observability for mobile and web environments.
- Collaborate cross-functionally with Sales, Solutions Engineers, Marketing, and Product to drive retention, expansion, and advocacy.
What We're Looking For
- 5+ years of experience in Customer Success, Consulting, or Account Management.
- Proven ability to manage a large book of business and drive expansion through a customer-success-led motion.
- Proven experience designing scalable CS programs using automation and AI tools, or a strong desire and track record of adopting emerging AI workflows.
- Strong one-to-many communication skills, including experience using automation and scalable programs to deliver value.
- Comfort articulating both technical and business value to senior technical and executive stakeholders.
- Experience supporting developer-focused products like SDKs, integrations, APIs, or observability platforms.
- Background in web performance, Real User Monitoring (RUM), Application Performance Monitoring (APM), or observability, and experience supporting web, frontend, platform, or digital experience teams.
- Ability to operate with imperfect structure and build scalable processes from scratch.
Benefits & Compensation
- Total compensation: $130,000 - $160,000 OTE annually.
- Equity.
- Additional benefits as detailed on the company careers page.
Work Mode
This is a remote position open to candidates within the United States.
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