About the role
As a Scale Engagement Portfolio Manager, you will enable Customer Success teams to drive customer retention and growth by delivering scalable processes, operational excellence, and successful execution of strategic initiatives. You will partner with Regional CS Leadership while leading global programs, bridging global strategy with regional execution to improve customer outcomes and business performance.
What You'll Do
- Design and run lifecycle programs: onboarding, adoption nudges, renewal, win-back, tied to journey stages and triggers.
- Work through digital motion: in-app guides, email/automation sequences, webinars, help content, community, not calls per account.
- Use data and health scores to segment and prioritize, then intervene only where signals warrant (at-risk, expansion-ready).
- Partner with Ops, Marketing, and Product to build the plays and measure what moves the metrics.
- Drive adoption of new processes, systems and tooling to ensure excellence in execution and tracking activities.
- Analyze business performance and identify opportunities to improve efficiency, scalability, and customer outcomes.
- Lead the Training agenda of the regional team ensuring that we cover all the gaps to increase their effectiveness (new tool adoption, product training, commercial speech, pricing analysis, etc.).
Who You Are
- 5+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, Consulting, or a similar role.
- Proven experience leading cross-functional projects in a global organization.
- Strong project management, analytical, and stakeholder management skills.
- Data-driven, proactive, and comfortable working in a fast-paced environment.
- Experience with building AI tools is a strong advantage.
Experience with Salesforce and business intelligence tools is a strong advantage