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Scaled Customer Success Manager
Full-time
About Cassidy
At Cassidy, we're building software that helps teams move faster by automating complex, high-leverage workflows with AI. Our platform enables teams to deploy AI agents and automations inside business-critical processes — not just to eliminate busywork, but to handle real operational workflows across the tools they already use.
The Role
Customer Success Managers for Scaled Accounts at Cassidy are responsible for ensuring our customers successfully adopt Cassidy and drive real, measurable value from the platform. You'll work closely with a high volume of customers after the sale to understand their workflows, guide implementation, and help them expand usage as their needs evolve. In addition to your customer success responsibilities, you'll own L1 support, serving as the first line of defense for technical issues and customer inquiries.
This role sits at the intersection of product, operations, support, and relationships. You'll be a trusted partner to customers at scale, helping them turn AI agents and automations into durable parts of how their business runs while ensuring they receive timely, high-quality support.
What You'll Do
Customer Success & Account Management
Own post-sales relationships for a portfolio of scaled accounts, from onboarding through renewal and expansion
Lead customer onboarding and implementation, helping teams deploy AI agents into real workflows quickly and safely
Drive product adoption by identifying opportunities to expand usage across teams and workflows
Monitor customer health, usage, and outcomes to proactively manage risk and identify growth opportunities
L1 Support Ownership
Serve as the first point of contact for customer support inquiries across all communication channels
Triage, troubleshoot, and resolve technical issues, questions, and bugs efficiently
Document common issues, resolutions, and customer feedback to build a knowledge base
Help Center & Documentation
Write high-quality Help Center articles (how-tos, FAQs, troubleshooting) to drive self-serve adoption
Keep documentation current and consistent as the product evolves
What We're Looking For
2-3 years of experience in Consulting, Customer Success, Customer Support, or a related customer-facing role
Experience managing SMB or mid-market SaaS customers at scale
Comfort working with technical products (APIs, integrations, automation platforms, or AI-powered tools)
Excellent written and verbal communication
Bias toward ownership and problem-solving in fast-moving environments
