Scaled Customer Success Manager

Responsibilities

• Manage a portfolio of 100+ B2B customers in the Scaled segment across EMEA & APAC
• Drive commercial KPIs including retention and upsell performance
• Monitor retention and expansion signals to take proactive, targeted actions
• Identify and mitigate churn risks early in the customer lifecycle
• Run scalable engagement motions to ensure customer activation and value realization
• Partner with Customer Marketing and GTM Ops to improve workflows and lifecycle campaigns
• Help define and improve operating models, playbooks, and processes for the Scaled segment

Requirements

• 1–5 years of commercial experience, ideally in SaaS or B2B software
• Proven experience owning commercial outcomes such as retention, upsell, or pipeline generation
• Experience managing large customer portfolios in a scaled or high-volume environment
• Strong commercial mindset with the ability to connect customer goals to growth opportunities
• Excellent written and verbal communication skills in English
• Proficiency with CRM systems and automation tools (experience with Outreach or Clay is a plus)
• Ability to work effectively across different regions, functions, and time zones

Benefits

• Hybrid working model (3 days in office, 2 days from home)
• Up to 8 weeks of "work from anywhere" per year
• Opportunity to make a significant impact at a fast-growing SaaS scale-up
• Collaborative culture rooted in customer obsession and a growth mindset

About the Company

Sana Commerce is an e-commerce platform designed to help manufacturers, distributors, and wholesalers succeed by fostering lasting relationships with their customers. As a fast-growing SaaS company, we empower our clients to realize business value through seamless B2B e-commerce experiences.