Senior Manager - Scaled Customer Success
FelloIndia
Posted March 3, 2026
Full Time
About the Company
Fello is a disability-focused organization that partners with individuals and communities to deliver comprehensive support services, advocacy, and resource referrals. The company specializes in designing and developing inclusive, accessible housing and creating environments that foster genuine connection rather than mere accommodation. By combining heart, purpose, and a deep commitment to choice, Fello empowers people with disabilities to achieve independence and belonging. Its collaborative culture emphasizes partnership, innovation, and person-centered solutions, distinguishing it within the disability services sector.
Job Description
We're looking for a Senior Manager - Scaled Customer Success to own the strategy, operating model, and performance of our digital Customer Success engine for SMB and mid-market customers. The role involves designing scalable systems that drive measurable revenue impact.
Requirements
- 10+ years in Customer Success, Lifecycle, Growth, or Customer Operations in SaaS
- Proven experience building or scaling digital / 1-to-many Customer Success programs
- Experience designing segmentation models and tiered engagement frameworks
- Strong commercial understanding of retention, expansion, and cost-to-serve
- Experience building and leading high-performing CS teams
- Strong analytical mindset with comfort working in product usage data
- Familiarity with customer engagement and lifecycle automation platforms (HubSpot, Gainsight, Intercom, or similar)
- Systems-builder mindset focused on scalable programs over 1:1 account management
Benefits
- Competitive Compensation
- Flexible Work Environment
- Professional Growth
- Health & Wellness
- Paid Time Off
- Collaborative Culture
- Equity Options
- Cutting-Edge Projects
