Scaled Customer Success Manager

Scaled Customer Success Manager at Ardoq Deliver consistent, meaningful value to every Ardoq customer — at scale — through smart digital engagement and data-driven insight. The Ardoq Story Ardoq is one of Norway's most exciting scale-ups — a truly global company built out of Oslo. We are a SaaS platform that helps organizations understand, manage, and evolve their complex digital landscape. By providing a dynamic, collaborative "digital twin" of their business, we connect systems, people, and processes to drive better decision-making and accelerate digital transformation. Today, we help some of the world's most complex organizations (like ExxonMobil and British Telecom) gain clarity in a changing world. We are backed by leading global tech investors, including EQT and One Peak, giving us the stability of a mature company with the speed and soul of a startup. About the Role This is a new role at Ardoq — we’re looking for someone who is ready to roll up their sleeves and build out the scaled CS function from the ground up. We have a growing portfolio of customers who thrive through smart, scalable engagement rather than traditional high-touch coverage. As our business expands, so does this segment — and we're building the motion to serve it well. Your job is to design and execute that motion: building the digital infrastructure, automated success plays, and proactive health monitoring that make every customer feel supported at scale. You'll manage a portfolio of up to ~100 accounts, engaging primarily through digital channels — comfortable moving between 1:1 engagements when the moment calls for it and 1:many programs that create value across the entire portfolio at once. You won't be building this alone — you'll work closely with CS leadership, Product, Data, and Marketing to shape the vision and direction. But you'll bring the hands-on experience that makes it real. At Ardoq, we value autonomy and psychological safety. In this role, you won't just follow a script — you'll have the influence to shape your domain and the ownership to see your ideas through to execution. US Salary Band: $98,900 – $119,000 What You'll Do Own retention and health across a portfolio of up to ~100 accounts serving as the primary point of contact through digital engagement, with quarterly touchpoints and escalated outreach for high-risk accounts. Partner with our Manager and VP of Customer Success to shape Ardoq's scaled engagement motion bringing your hands-on experience to help define the playbooks, automated success plays, and communication workflows that determine how this segment experiences Ardoq. Your influence on what gets built will be significant. Use data-driven insights and account health signals to stay ahead of your portfolio identifying moments that call for proactive outreach and deploying targeted, scalable responses. Collaborate with CS Operations, Marketing, and Product to architect a seamless tech-touch journey from onboarding through renewal, advocating for the needs of this customer segment. Contribute your hands-on experience to help shape the tools and platforms that power this motion — your perspective as a practitioner will directly inform how we build out our CS tech stack. Deploy scalable resources — webinars, guides, office hours, and video content — that help customers drive value independently. Share best practices and advise customers on business objectives through one-to-many communication channels. What Success Looks Like In your first 12 months, success means a repeatable, executable scaled engagement motion is live and running. Customers in this portfolio have a clear, consistent path to value — supported by the playbooks, automations, and health monitoring you've built in partnership with our CS leadership team. Who You Are We're looking for a builder who has done this kind of work before — or something close enough to know what "good" looks like in a scaled customer motion. You've worked in B2B customer-facing rol