Customer Success Manager II

Calendly is a company that provides scheduling solutions, and they are seeking a Customer Success Manager II to enhance customer experience. The role involves managing a diverse portfolio of accounts, driving product adoption, and ensuring customer renewals through proactive engagement and collaboration with cross-functional teams.

Responsibilities:

• Manage a high-volume, diverse portfolio of 200+ accounts within the scaled segment, balancing efficiency with personalized customer engagement
• Drive renewals as a core priority, using usage data and automation to efficiently assess risk and likelihood to renew across a large book of business
• Understanding and navigating complex customer environments to uncover expansion opportunities across multiple business units and stakeholders
• Deliver a consistent, scalable customer experience across a high-volume portfolio by leveraging playbooks, automation, and data signals to proactively identify risk and expansion opportunities
• Collaborating cross-functionally with Sales, Product, and Support to elevate the customer voice and influence product direction

Requirements:

• 2-3+ years of experience in Customer Success, Account Management, Renewals, or Sales within a SaaS/PLG environment
• Proven track record of owning and driving renewals across a high-volume book of business, with experience supporting customers who have multi-team or multi-product usage
• Skilled in analyzing customer data to drive strategic outcomes and uncover trends that inform proactive engagement
• Confident with tools like Salesforce, Gainsight, DocuSign, and other CS systems; dedicated to keeping internal systems up-to-date and accurate across a high-volume book of business
• Able to work independently on most customer scenarios, collaborate effectively with cross-functional teams, and contribute to team best practices and process improvements
• Excellent communicator with strong business acumen and a sharp eye for balancing customer satisfaction and company goals
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time