Senior Customer Success Manager

Overview

About Scytale Scytale is a global leader, an AI-powered company transforming how organizations achieve and maintain trust and compliance. Our platform automates frameworks SOC 2, ISO 27001, SOX ITGC, GDPR, PCI DSS, and 45+ more frameworks, making compliance smarter, faster, and continuously audit-ready. Built for startups, scale-ups, and enterprises, Scytale combines intelligent automation, real-time monitoring, and AI-driven insights to reduce manual work and eliminate compliance blind spots.

Recognized as a G2 Leader in GRC and an AWS Rising Star Partner of the Year, Scytale is trusted by hundreds of companies worldwide and known for its technology and partnership-driven approach.

Role Overview We’re hiring a Senior Customer Success Manager to serve as the operational execution lead for our Customer Success function. In this role, you will own the day-to-day delivery of Scytale’s renewal and retention engine, drive proactive churn prevention, and help orchestrate expansion opportunities across our customer base. You will work closely with the Head of Customer Success, GRC Consultants, Sales, and Product, while mentoring and enabling junior CSMs.

This is a high-impact role focused on building predictable renewals, protecting retention, and supporting scalable customer growth as Scytale continues to expand upmarket. This role is ideal for a strong operator who thrives in execution, enjoys ownership, and is comfortable balancing commercial outcomes with long-term customer trust.

What You Bring

• 5 years of experience in Customer Success or Account Management within B2B SaaS.
• Proven ownership of annual renewals and retention outcomes (GRR-focused).
• Strong commercial acumen with confidence leading renewal and downgrade conversations.
• Experience managing mid-market or complex customer portfolios.
• Ability to operate in a fast-paced, scaling environment with ambiguity.
• Track record of building process and driving execution discipline.
• Excellent communication and stakeholder management skills.

• Experience in compliance, cybersecurity, GRC, or audit-adjacent SaaS.
• Familiarity with frameworks such as SOC 2, ISO 27001, PCI DSS.
• Hands-on experience using Hub Spot for Customer Success and renewals pipelines.
• Experience mentoring or leading junior CSMs.
• Exposure to professional services or consulting delivery models.

What You ll Do

• Own renewal execution across a portfolio of mid-market and strategic customers.
• Drive structured renewal planning and ensure timelines are met well ahead of renewal dates.
• Prevent last-minute escalations by maintaining proactive renewal hygiene.
• Partner with the Head of Customer Success on pricing exceptions and executive-level renewals.
• Lead downgrade conversations proactively to protect retention and prevent full churn.

• Drive Churn Prevention & Risk Management

• Maintain an active customer risk register (Red / Yellow / Green accounts).
• Identify early warning signals related to usage, engagement, delivery, or commercial risk.
• Lead churn mitigation plans with clear owners, actions, and timelines.
• Reduce preventable churn and improve renewal predictability across the portfolio.

• Support Expansion & Net Revenue Retention (NRR)

• Identify and qualify expansion opportunities driven by:
• -Additional compliance frameworks
• -Auditor and penetration testing needs
• -Increased scope or customer headcount growth
• Ensure expansion opportunities are identified early in the customer lifecycle, not only at renewal.
• Partner with Sales and Leadership to support Scytale’s growth strategy while maintaining customer trust.

• Enable Junior CSMs & Enforce Playbooks

• Mentor and coach junior CSMs on:
• - Renewal hygiene and forecasting
• - Risk escalation and mitigation
• - Customer communication best practices
• -Expansion signal identification
• Run weekly renewal, health score, and risk reviews.
• Enforce consistent execution of Customer Success playbooks and standards.
• Act as the operational bridge between CS leadership strategy and frontline delivery.

• Own Customer Health & Forecasting

• Own the implementation and ongoing management of customer health scoring.
• Maintain accurate renewal forecasting and risk reporting in Hub Spot.
• Provide weekly insights to the Head of Customer Success on renewal pipeline status, churn risks, and expansion coverage.
• Ensure strong data quality, process discipline, and reporting consistency across Customer Success.

Why Join Scytale?

• High Impact:
  Own retention and renewal execution at scale in a fast-growing SaaS company.
• Leadership Exposure:
  Work closely with executive leadership and influence CS strategy.
• Career Growth:
  Opportunity to shape Scytale’s Customer Success operating model and grow into enterprise CS leadership.
• Team Culture:
  Join a collaborative, driven, and supportive global team.
• Hybrid Flexibility:
  Enjoy the benefits of a hybrid working environment.
• Global Impact:
  Help thousands of companies worldwide maintain trust and compliance.