Manager of Scaled Customer Success

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual's global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company's solution at

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OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual's global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company's solution at

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Summary

We are seeking a strategic and results-driven Manager of Scaled Customer Success to oversee our new scaled CSM team launching in early 2026. This leader will lead a team of CSMs who will serve multiple customer accounts in a shared model across different segments or regions.

Responsibilities

• Hire and manage the Scaled CSM team.
• Team Leadership: Manage and mentor a team of CSMs, ensuring GRR & NRR goals are met, and provide regular feedback, coaching, and development opportunities.
• Customer Success Strategy: Implement digital CS automation strategies, 1-to-many customer engagement playbooks, automated touchpoints, and lifecycle campaigns that allow the team to support a large volume of customers efficiently.
• Tooling: Implement process for case management to address customer inquiries in a round-robin team fashion.
• Operational Excellence: Drive continuous improvement of processes, tools, and workflows to ensure the team can effectively serve customers and achieve key company metrics.
• Customer Engagement Oversight: Monitor team activities to ensure timely follow-up, onboarding, adoption support, renewals, and expansion efforts are executed properly.
• Cross-Functional Collaboration: Work with Sales, Product, Marketing, and Support to ensure customer feedback is captured and acted upon and to create a unified customer journey.
• Reporting & Analytics: Track and report on key performance indicators (KPIs), including churn rates, customer health scores, team utilization, and customer engagement metrics.

Competencies

• 3–5+ years of experience in Customer Success, Account Management, or related customer-facing roles.
• At least 1–2 years in a team leadership or supervisory role, preferably in a pooled or scaled CS model.
• Strong understanding of customer success best practices and lifecycle management.
• Excellent communication and interpersonal skills.
• Proven ability to analyze data, identify trends, and drive strategic outcomes.
• Experience with Customer Success platforms (e.g., Gainsight, Totango, Catalyst, Zendesk, Salesforce).
• Comfortable operating in a fast-paced, dynamic SaaS environment.
• Proficiency in Salesforce, Planhat, or other customer success and CRM tools.

Required

• Experience with managing pooled or high-volume customer portfolios.
• Familiarity with CS automation tools and digital engagement strategies.
• Background in SaaS, tech, or B2B industries.

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.