Founding Scaled Customer Success Manager

Scaled Customer Success ManagerHadrius is the AI-native compliance platform trusted by hundreds of RIAs and broker-dealers to consolidate their compliance stack and automate regulatory workflows. We're scaling fast, and our SMB segment is where we're building the most leveraged Customer Success motion in the industry — one where data, automation, and focused human touch create outsized outcomes for hundreds of firms at once.The RoleAs a Scaled Customer Success Manager, you'll own a portion of the SMB segment book of business — 150+ firms relying on Hadrius to run their compliance programs. This is a customer-facing, outcomes-focused role: you'll drive adoption, retention, and expansion across the segment by combining high-touch intervention on our highest-value SMB accounts with 1:many programs for the broader book. You'll help build the initial systems and playbooks alongside our FDE and CS Ops team — you'll then be the operator who uses them to produce retention and expansion outcomes at scale.You'd be joining a small, super-high-velocity team. You'll own meaningful surface area from day one across a team that's reshaping compliance, and you'll be part of a team that works incredibly hard and is seeking other exceptional people excited to do the same.This role reports to the Manager of Customer Success.What You'll OwnSMB retention and expansion outcomes. You'll carry a Annual Net Dollar Retention and Gross Dollar Retention target on the SMB segment.Tiered coverage model. You'll design and run a 3-tier SMB coverage model: top accounts get direct human touch (QBR-lite, renewal conversations, expansion identification); the next tier gets lightweight programmatic touch; the tail runs on automation with your oversight.1:many customer programs. Customer webinars on new features, lifecycle email triggers, segment-wide campaigns at regulatory moments (e.g., annual review prep, SEC exam cycles).Health-based intervention. You'll run the weekly risk review for SMB, triage yellow/red accounts, and execute documented save plays — using the health scoring infrastructure built by our CS Ops and FDE teams.Expansion identification at scale. You'll use usage signals, and renewal-distance triggers to identify SMB expansion opportunities and create qualified deals per our documented SOP.Feedback to the product loop. You're closer to more customers than anyone else at Hadrius. Your synthesis of SMB feedback directly shapes EPD priorities and playbooks.Who You Are2+ years running a scaled or pooled SMB book.Fluent in data. You use usage signals, health scores, and renewal-risk data to prioritize your day. You don't need someone to tell you which accounts matter.Comfortable with 1:many motion. You've run webinars, written lifecycle emails, and managed segment-wide programs, not just 1:1 relationships.Bias toward systems. You see patterns in individual customer problems and turn them into playbooks or automation requests — not bespoke solutions.Commercially sharp. You're comfortable carrying a retention and expansion number, and you know how to translate customer outcomes into commercial outcomes without being pushy.Builder's mindset: You are energized by creating processes from scratch, not just managing what exists.Cross-functional operator: you collaborate tightly with Partnerships, Growth, FDE/Implementation, and Engineering.Data-driven and disciplined: you use telemetry to prioritize, forecast accurately, and maintain pristine CRM hygiene.Success Looks LikeFirst 7 days:Ramp on our ICP, value proposition, Hadrius platform, pricing/packaging, and roadmapLearn onboarding/implementation flows, CRM hygiene standards, and communication playbooksShadow kickoffs, QBRs/EBRs, and renewal calls; document objections and success patternsBegin owning a small set of accounts to establish relationships and success plansBegin forming strong opinions on our Scaled Customer Success steady-state and path to get thereFirst 14 days:Top 50 SMB accounts identified, tiered, and on a defined cadenceHealth score applied to the full SMB book; weekly risk review cadence established and intervention plans proposedFirst 45 days:First 1:many customer engagement program launched (webinar or lifecycle campaign)Running customer cadence playbooks and automated outreachesAt 3 months:SMB NDR & GDR trending to goalDocumented scaled-motion playbooks that can be handed to the next Scaled CSM we hireSMB case studies sourced for MarketingTicket volume per SMB account trending down via self-service adoptionCompensationTotal Target Compensation (OTE): $120,000–$150,000Base salary: $90,000–$120,000Variable compensation: $30,000–$40,000EquityBenefits: full medical/dental/vision, 401(k), unlimited PTO, annual L&D budgetBenefits401k: 100% match up to 6%Living Stipend: living stipend if below Chambers street (18,000 Annually)Company Off-sites: Destination Airbnb company work retreats 2 times a yearInsurance: Healthcare, dental, vision, etc.Unlimited PTO