Scaled Customer Success Manager (Pooled Accounts)

EasyLlama is transforming the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. Our engaging, fun, and interactive training helps millions of employees worldwide build a safer, more positive, and inclusive workplace. As we continue to set the standard in compliance solutions, our vision extends far beyond training—we aim to partner with thousands of organizations to reduce employee risk and foster a more inclusive and secure environment for all.

With world-class customer reviews—boasting a 96% rating on G2 from over 100 reviews—and industry-leading NPS and Customer Satisfaction scores, EasyLlama is proud to have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator. Our mobile-friendly platform delivers on-demand, self-paced, and bite-sized solutions that meet employees where they are, increasing engagement and retention.

At EasyLlama, we are not just transforming compliance training—we are challenging the status quo. We have a strong culture of collaboration, innovation, and getting things done.

What You’ll Do

• Manage a pooled book of SMB customers under $5,000 in annual recurring revenue using a one to many, scaled Customer Success model focused on retention, adoption, and expansion outcomes.

• Own gross and net revenue retention for the SMB segment by executing repeatable lifecycle motions rather than one to one account management.

• Design, execute, and optimize adoption campaigns delivered through in app messaging, email, webinars, chat, and phone.

• Monitor customer health, usage, and engagement signals to identify churn risk and trigger intervention at scale.

• Run renewal motions through automated and semi automated workflows, including value reinforcement, risk mitigation, and renewal readiness outreach.

• Identify expansion signals from usage, product behavior, and lifecycle milestones. Influence expansion through targeted campaigns and routed opportunities.

• Partner with Marketing to build and run lifecycle programs, webinars, and in product education.

• Partner with Support to understand common issues and reduce friction through proactive education and deflection.

• Share aggregated customer insights with Product to influence roadmap and in app experiences.

• Use HubSpot as the system of record for engagement, workflows, reporting, and performance tracking.

• Operate with high ownership for GRR and NRR across a large pooled book of business.

Who You Are:

• One to five years of experience in customer success, digital success, account management, or a related SaaS role.

• Experience managing customers through one to many or tech touch models.

• Strong analytical mindset with the ability to turn data and signals into action.

• Clear, concise communicator across digital and live channels.

• Comfortable running renewal and value conversations with SMB customers.

• Outcome oriented with a strong focus on retention and expansion metrics.

• Organized and effective using CRM and marketing automation tools in fast paced environments.

• Bonus experience in eLearning, HR Tech, or scaled customer success functions.

What to Expect:

The interview process at EasyLlama takes about 3 weeks and may include cross-functional stakeholders of the role. Here's what the interview process looks like:

• Recruiter Screen

• Hiring Manager Interview

• Peer Interview

• CEO Meet and Greet

How We'll Take Care of You:

• $84,000 to $114,000

• Flexible, fully remote environment

• Competitive employer-sponsored health insurances

• 401(k) + company matching

• Professional development reimbursements

• Quarterly remote work stipend 

The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states:

AR - Arkansas

AZ - Arizona
CA - California
CO - Colorado
FL - Florida
IL - Illinois

LA - Louisiana
MA - Massachusetts
MN - Minnesota
NE - Nebraska
NJ - New Jersey
NY - New York
NC - North Carolina
OH - Ohio
PA - Pennsylvania
TN - Tennessee
TX - Texas
UT - Utah
VA - Virginia
WA - Washington
WI - Wisconsin

*EasyLlama reserves the right to change the list of approved states at anytime.

To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection!

At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion.