Scaled Customer Success Manager

Scaled Customer Success Manager Apply Scaled Customer Success Manager at Ardoq Deliver consistent, meaningful value to every Ardoq customer — at scale — through smart digital engagement and data-driven insight. The Ardoq Story Ardoq is one of Norway's most exciting scale-ups — a truly global company built out of Oslo. We are a SaaS platform that helps organizations understand, manage, and evolve their complex digital landscape. By providing a dynamic, collaborative "digital twin" of their business, we connect systems, people, and processes to drive better decision-making and accelerate digital transformation. Today, we help some of the world's most complex organizations (like ExxonMobil and British Telecom) gain clarity in a changing world. We are backed by leading global tech investors, including EQT and One Peak, giving us the stability of a mature company with the speed and soul of a startup. About the Role This is a new role at Ardoq — we’re looking for someone who is ready to roll up their sleeves and build out the scaled CS function from the ground up. We have a growing portfolio of customers who thrive through smart, scalable engagement rather than traditional high-touch coverage. As our business expands, so does this segment — and we're building the motion to serve it well. Your job is to design and execute that motion: building the digital infrastructure, automated success plays, and proactive health monitoring that make every customer feel supported at scale. You'll manage a portfolio of up to ~100 accounts, engaging primarily through digital channels — comfortable moving between 1:1 engagements when the moment calls for it and 1:many programs that create value across the entire portfolio at once. You won't be building this alone — you'll work closely with CS leadership, Product, Data, and Marketing to shape the vision and direction. But you'll bring the hands-on experience that makes it real. At Ardoq, we value autonomy and psychological safety. In this role, you won't just follow a script — you'll have the influence to shape your domain and the ownership to see your ideas through to execution. US Salary Band: $98,900 – $119,000 What You'll Do Own retention and health across a portfolio of up to ~100 accounts serving as the primary point of contact through digital engagement, with quarterly touchpoints and escalated outreach for high-risk accounts. Partner with our Manager and VP of Customer Success to shape Ardoq's scaled engagement motion bringing your hands-on experience to help define the playbooks, automated success plays, and communication workflows that determine how this segment experiences Ardoq. Your influence on what gets built will be significant. Use data-driven insights and account health signals to stay ahead of your portfolio identifying moments that call for proactive outreach and deploying targeted, scalable responses. Collaborate with CS Operations, Marketing, and Product to architect a seamless tech-touch journey from onboarding through renewal, advocating for the needs of this customer segment. Contribute your hands-on experience to help shape the tools and platforms that power this motion — your perspective as a practitioner will directly inform how we build out our CS tech stack. Deploy scalable resources — webinars, guides, office hours, and video content — that help customers drive value independently. Share best practices and advise customers on business objectives through one-to-many communication channels. What Success Looks Like In your first 12 months, success means a repeatable, executable scaled engagement motion is live and running. Customers in this portfolio have a clear, consistent path to value — supported by the playbooks, automations, and health monitoring you've built in partnership with our CS leadership team. Who You Are We're looking for a builder who has done this kind of work before — or something close enough to know what "good" looks like in a scaled customer motion. You've worked in B2B customer-facing roles, ideally within a high-growth SaaS environment, with direct experience in a Scaled, Digital, or Tech-Touch CS capacity. You don't wait for a playbook — you write one. You're energized by greenfield opportunities and know how to make progress in the absence of established processes. You're comfortable with ambiguity, not just tolerant of it. You can prioritize when everything feels urgent and communicate clearly about trade-offs. You're data-fluent. You know how to use account health signals, engagement metrics, and product usage data to drive decisions, and you're comfortable working in Salesforce as your primary system of record. You're familiar with CS platforms and automation tooling, you understand how to use them to build scaled engagement plays, and you have a point of view on what good looks like. Experience standing up or optimizing a scaled motion in a CS platform is a plus. You can translate complex technical concepts into clear, actionable guidance for customers through digital and live one-to-many channels, making sophisticated ideas accessible without losing the substance. You actively embrace AI as part of how you work. You're already experimenting with AI tools to analyze data, personalize outreach, and streamline workflows — not because someone asked you to, but because you see the opportunity and run with it. The "Ardoq Way" We live by three core values that define how we work and treat each other: Bold: You don't settle for "good enough." You continuously raise the bar, challenging what's possible and acting decisively even when information is incomplete to maintain momentum. Driven: You act like an owner. If this company were yours, you'd know exactly what to do. You prioritize ruthlessly, saying "no" to distractions to focus on the highest-value outcomes at speed. Caring: You care enough to be candid. You deliver direct, kind, and constructive feedback to help your teammates grow, always putting collective success ahead of personal wins. Why Ardoq? We believe that high performance is powered by wellbeing. While our goals are global, our culture is quintessentially Nordic. You'll have access to a competitive package that supports performance, wellbeing, and long-term success: Employee Stock Options — share in Ardoq's success as we grow together 25 days annual leave offered globally Enhanced parental leave available globally to support you and your family Retirement and insurance benefits, including travel, health, disability, and life insurance Annual learning budget to support your growth and development Flexible work policy: This role is US-based and remote-eligible, with the option to work from our New York City office if you're local. How to Apply Send us your CV — we'd love to hear from you. Our hiring process typically includes 3–4 stages: Intro screen → Chat with hiring manager → Case interview → Meet with the team We'll be in touch within one week of each step, and whether it's a yes or a no, you'll get thoughtful feedback. A Final Note At Ardoq, every teammate has a voice. Whether you love tackling enterprise-scale challenges or building the systems that help companies run better, you'll not only belong — you'll impact, grow, and make work meaningful. #LI-Remote Department Customer Locations New York Remote status Hybrid Employment type Full-time New York Why work with us? Build a company together Together, we have a unique opportunity to grow our company by 10 times in the next few years. Bring your best self and let’s climb as a team. Great people Ardoq is a diverse team of curious, helpful, fun, and dedicated people. They’re the kind of people you're happy to spend time with every day. Meaningful work You'll have the chance to build a meaningful workplace that fits your particular needs at Ardoq. Benefits that provide safety We want you to live well. Ardoq's benefits package is designed to help our employees feel safe about their health, well-being, and future. Benefits include retirement savings, flexible work time, paid parental leave, a stock option program, and other benefits according to your country of residence. Workplace & Culture We're constantly building a more meaningful workplace. A place with the right mix of challenges, fun, opportunity, and impact with a diverse group of company-builders.