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Outset is an AI-powered user research platform used by global brands like HubSpot, Microsoft, Uber, and Nestle to conduct qualitative research at scale. The company recently raised a $30M Series B (December 2025) and is experiencing 8x business growth as enterprises adopt AI-moderated research as a new standard.
As a Scaled Customer Success Manager, you will own adoption, retention, and expansion outcomes across a portfolio of 100–200+ accounts in the Scaled segment. This is a foundational hire where you'll build the systems, playbooks, and operating model that define how Outset manages high-volume customer relationships.
Your responsibilities span two primary areas: (1) Portfolio Management (~70%): Monitor account health using data-driven signals, run renewals across a mixed model of actively managed and auto-renewing accounts, design and execute one-to-many programs (onboarding cohorts, office hours, webinars, in-product guidance), and prioritize direct engagement where it meaningfully impacts outcomes. (2) Infrastructure & Process (~30%): Develop account health tracking methodology from scratch, partner cross-functionally with RevOps, Marketing, and Engineering to build scaled CS infrastructure (usage instrumentation, alerting, lifecycle triggers, automated follow-up), design operational cadences for the segment, and build reporting dashboards that provide visibility into segment health and adoption.
You'll translate portfolio-wide patterns into prioritized product feedback and work hands-on with modern GTM tools including Pylon, Hex, HubSpot, Salesforce, and Claude. This role requires technical fluency with data, product analytics, and AI tools; you'll be expected to pull data independently and build tooling with AI assistance.
Ideal candidates have 3–7 years in customer success, account management, CS operations, sales, or lifecycle/growth roles managing high-volume portfolios. You should have experience building scaled or digital CS programs from scratch or joining as an early hire in a scaled CS function. Series A/B/C or fast-paced SaaS experience is essential, along with a proactive, ownership-driven approach to ambiguity.
