Scaled Customer Success Manager

DNSFilter is revolutionizing network security by providing fast, accurate, and reliable threat protection and content filtering. We're a rapidly growing company dedicated to creating a safer internet for businesses and organizations worldwide. Leveraging AI-driven threat intelligence, DNSFilter empowers our customers to proactively block threats before they impact their networks. We foster a collaborative, innovative, and results-oriented culture where every team member contributes to our mission of making the internet safer.

As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!

As the Scaled Customer Success Manager within the Customer Success organization, you will be the driving force behind managing and growing a high-volume hybrid customer portfolio while pioneering our digital success initiatives. Reporting to the Senior Manager, Customer Success, you will combine scaled engagement tactics with direct customer interaction to ensure satisfaction, adoption, retention, and expansion across a large and diverse book of business. This role is instrumental in operationalizing customer success at scale — blending hands-on portfolio management, playbook development, and AI-driven tools — to deliver a consistent, data-driven experience for every customer and foster close alignment across Sales, RevOps, and Operations.

Eligible candidates have and can work successfully in a remote environment and are familiar with working in a fast-paced, hyper-growth SaaS start-up. This is a full-time remote role and is open to candidates in the United States and/or Canada.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion, is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions!

At DNSFilter, You Will:

Customer Account Portfolio Management

• Manage a book of ~350 digital first/scaled accounts (ranging from $6K-$24K ARR), ensuring customer satisfaction, adoption, retention, and expansion in close partnership with Sales
• Facilitate regular training sessions during onboarding to promote early adoption and long-term success.
• Facilitate proactive engagement by coordinating regular check-ins and communications—both automated and CSM-led  to ensure consistent and meaningful customer interactions,
• Own and oversee a high-volume portfolio of monthly renewals, maintaining clear visibility into account health, proactively escalating risks to ensure retention, and identifying opportunities for expansion.
• Collaborate with the Revenue Operations and Billing teams to design and implement automation within the renewal process wherever feasible, enhancing efficiency and accuracy.
• Coordinate and conduct CSM-led QBRs with the highest revenue accounts to demonstrate value, drive upsell/cross-sell, and mitigate churn risk. Identify approaches for electronic QBRs
• Develop and execute an ongoing customer engagement and value-add strategy that ensures every customer in the book of business is engaged at least once, fostering alignment with their evolving needs and goals within this specific space.
• Partner with Revenue Operations to develop, maintain, and continuously refine Customer Success playbooks for the Scaled book of business, ensuring consistency with team standards and alignment with overall company objectives.
• Support broader company initiatives in alignment with OKRs, ensuring Customer Success priorities tie directly to organizational goals.
• Success will be measured by key performance metrics, including NRR, GRR, and NPS, as well as by engagement activities such as QBRs, onboarding effectiveness, and regular customer communications.

To Qualify for this Role, You Have: 

• Experience managing a high-volume customer portfolio in a SaaS environment (350+ accounts or similar) with a proven track record of driving adoption, retention, and expansion.
• Background in Customer Success, Account Management, or a related field (3–5+ years preferred) within a B2B technology or SaaS company.
• Familiarity with digital-first and hybrid success motions, including scaled engagement, playbook development, and use of automation or AI-driven tools.
• Strong analytical and organizational skills with the ability to interpret data, assess account health, and proactively act on insights to improve KPIs such as NRR, GRR, and NPS.
• Excellent communication and presentation skills to confidently conduct QBRs, onboarding sessions, and other customer-facing engagements.
• Ability to collaborate cross-functionally with teams such as Sales, RevOps, Billing, and Operations to streamline processes and deliver a seamless customer experience.
• Comfortable working in a fast-paced, hyper-growth start-up environment with shifting priorities and a high degree of autonomy.
• Proficiency with Customer Success and CRM tools (e.g., Gainsight, HubSpot, Salesforce, Zendesk) and a general understanding of renewal/upsell workflows.

Bonus points for:

• You’re passionate about automation, AI, and data-driven decision-making in Customer Success.
• You’ve worked in cybersecurity, networking, or DNS-related solutions, and can speak comfortably about technical concepts.
• You’re comfortable presenting to executives or large customer groups and turning data into a compelling story.
• You’ve built or refined Customer Success playbooks and enjoy sharing best practices across teams.
• You excel in a hybrid, globally distributed workplace and proactively foster clear communication and collaboration across teams.
• Proven track record in reducing churn or improving retention/NRR at scale.

We Offer:

• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance, not just time in the chair.  You help us grow, and we will help you grow.
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Paid company-wide week off at the end of each year
• Flexible Vacation Policy
• Awesome company swag
• Full medical, dental, and vision benefits for US, UK, and Canada-based employees
• Full short-term disability and life benefits; available long-term disability
• Retirement savings account options with vested company matching for qualifying employees
• In-person annual gatherings. Last time we all spent a week on a beach in Cancun!

DNSFilter is a pay-for-performance organization, which means there is an opportunity to advance your compensation based on performance over time. The hiring base pay is dependent on several factors, including level, function, training, transferable skills, work experience, business needs, and geographic location. As a hybrid company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.

DNSFilter participates in the E-Verify program.

At DNSFilter, we utilize sophisticated software and tools to identify and eliminate Deepfake candidates. This approach helps us maintain the integrity of our hiring process, ensuring that we select the most qualified and genuine individuals to join our team.
The OTE for this role is below: