---
title: 'Scaled Customer Success Manager at Outset'
canonical: 'https://feeny.ai/job/scaled-customer-success-manager-outset-san-francisco-drq1c7t7mptp'
type: 'job'
last_seen: '2026-09-14'
---

# Scaled Customer Success Manager at Outset

- **Company:** Outset
- **Location:** San Francisco, CA
- **Compensation:** $130k–$180k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-10
- **Last confirmed live:** 2026-09-14
- **Apply:** https://jobs.ashbyhq.com/outset/f40f4700-acf4-4e60-939e-9a3d56e24f29

## Job description

Outset invented a better way to do research: AI-powered user interviews.

Global brands like Hubspot, Microsoft, Uber and Nestle use Outset to achieve deeper, qualitative insights about their users at unprecedented speed and scale.

The research industry is massive (>$140B and growing) and ripe for disruption. Incumbents are outdated, slow, and burdened by high-cost services. That's our opportunity.

Outset is backed by top Silicon Valley investors and raised a $30M Series B in December 2025—less than six months after our Series A—led by Radical Ventures with participation from M12 (Microsoft’s venture arm), 8VC, Y Combinator, and Adverb Ventures.

The raise follows a breakout year, with our business growing 8x as enterprise customers across industries adopt our category, AI‑moderated research, as the new standard for understanding people.

We’re a tight-knit team serving some of the world’s largest enterprises.

As a Scaled Customer Success Manager, you'll own adoption, retention, and growth across a mature portfolio of 100–200+ accounts in our Scaled segment — and you'll build the systems that make covering a book that size possible. You'll determine the right signals, automate analysis and follow-ups, and design an operating model that gives customers an excellent experience. Roughly 70% of your time will be portfolio management; the other 30% will be building the infrastructure and process behind it — working closely with RevOps, Marketing, and Engineering. This is a foundational hire. The health scoring, playbooks, and operating cadences you build will be the ones the team runs on for years, and you'll help define what "Scaled" means at Outset as the segment grows.

## Responsibilities

- Own adoption, retention, and expansion outcomes across a portfolio of 100–200+ Scaled accounts, from onboarding through renewal
- Keep usage and adoption high in a deliberately lower-touch model — leverage programs, automation, and self-service before reaching for a calendar invite
- Monitor account health and usage signals to catch risk and expansion opportunities early, and prioritize where your direct time actually changes the outcome
- Run renewals across a mixed model of actively managed and auto-renewing accounts, partnering with our broader CS team on commercial approach
- Build and run one-to-many programs: onboarding cohorts, office hours, webinars, in-product guidance, documentation, and templated success plans
- Develop our account health tracking methodology from the ground up — what signals matter, how they're weighted, how they trigger action, and how we know the scoring is predictive
- Partner cross-functionally with RevOps, Marketing, and Engineering to build the infrastructure behind scaled CS: usage instrumentation, alerting, lifecycle triggers, and automated follow-up
- Design the operational cadence for this segment: what regular communication looks like, how issues route to and from Product Support, and what escalation looks like. (Product Support owns ticket resolution. You own the process around it).
- Build reporting in Hex and with other AI tools that gives the business real visibility into Scaled segment health, adoption, and retention
- Translate portfolio-wide patterns into prioritized input for Product

## Qualifications

- 3–7 years in customer success, account management, CS operations, sales, or lifecycle/growth, including a high-volume portfolio
- Experience building scaled or digital CS programs from scratch, or working as one of the first hires in a scaled CS role
- Technically fluent and self-sufficient with data: product analytics and usage, pulling data with AI tools, and building tooling with AI
- Hands-on with a modern GTM and support stack. Ours is Pylon, Hex, HubSpot, Salesforce, and Claude; we lean heavily on AI day to day and expect you to as well
- Excellent written and verbal communication
- Series A/B/C or fast-paced SaaS experience, with a proactive, ownership-driven approach to ambiguity

## Nice to have

- Experience defining or re-segmenting a customer base, or standing up a support model for a new segment
- Background in customer marketing, growth, or RevOps
- Familiarity with research operations or market research

## About Outset

## Company Overview
- **One-liner**: Outset is an AI-moderated research platform that combines conversational AI, behavioral intelligence, and emotional analysis to let companies run high-quality qualitative interviews and research studies at massive scale.
- **Entity Type**: Private (Series B)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2022
- **Founders**: Aaron Cannon (CEO) and Michael Hess

## Core Business
- **Primary industry/industries**: Software Development / AI-Moderated Research & Insights Platform
- **Target customers**: Enterprise research teams (UX/Market/Consumer Insights), large corporations, and product teams (B2B, Enterprise)
- **Mission or purpose statement**: "The future of innovation begins with listening to humans." Understanding people’s needs, motivations, and behaviors is the hardest and most important challenge for businesses; Outset makes that understanding effortless and scalable.

## Products & Services
- **AI-Moderated Interviews**: Conduct hundreds of AI-moderated interviews simultaneously in any language (video, voice, or text). The AI moderator dynamically probes participants based on audio and visual cues to uncover the "why" behind answers.
- **Instant Synthesis & Analysis**: Automatically generates highly relevant summaries, themes, impactful quotes, and customizable highlight reels based on research objectives, eliminating manual tagging and sifting.
- **Participant Recruitment**: Recruit hundreds of participants directly within the platform, or share an interview link with any external list.
- **Guide Set Up**: Effortlessly set up interview guides using AI, with qualitative/quantitative questions, advanced probing guidelines, and intelligent skipping logic.
- **Easy Stakeholder Shareout**: Get instant top-line reports, custom AI-generated reports, highlight reels, and ready-to-share PowerPoint decks to integrate research into decision-making.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Annual Revenue of USD 8,500,000 (as of latest data). Total Funding of USD 51,250,000.
- **Notable Investors/Partners**: Lead investors include **Radical Ventures** (Series B), **8VC** (Series A), with participation from 24 investors in earlier rounds. Trusted by enterprises like **Microsoft**, **Nestle**, **Uber**, **Hubspot**, and **Away**.
- **Growth Signals**: Massive headcount growth of **+563.6% year-over-year** (now 54 employees). Customer research coverage from 1.1B+ possible participants across 85+ countries, with over 500K studies run on the platform.

## Competitive Advantages
- Proprietary AI that bridges the "say-do gap" by probing in real-time based on audio and visual cues, not just recall.
- Multi-modal, multi-lingual scaling: enables research in any language, at any timezone, with continuous, multithreaded AI-moderated conversations.
- Enterprise-grade simplicity: designed for large research teams, removing scheduling friction and operations overhead so research happens in days, not months.
- End-to-end platform: from participant recruitment, guide setup, AI-moderation, to instant analysis and stakeholder shareout — a single integrated suite.

## Strategic Focus
- Expand leadership in replacing traditional, slow qualitative research (surveys, live interviews) with instant, scalable AI-moderated studies.
- Deepen enterprise penetration with top-tier clients (Microsoft, Nestle, Uber, HubSpot) by continuing to add advanced behavioral and emotional analysis features.
- Scale the platform’s capabilities to cover the entire research lifecycle more comprehensively, continuing to invest heavily in R&D.

## Why Work Here
- **Culture highlights**: "Supportive founders and seasoned investors foster community, without startup toxicity." Team is described as "smart, kind, and driven teammates who know how to make work fun." Founders are very hands-on and accessible.
- **Remote/hybrid/office policy**: Primarily in-office at a "million-dollar office space" in SF with sweeping views and quick access to Market Street.
- **Notable perks**: Daily catered lunches and snacks with flexible dietary options, unlimited PTO, comprehensive health insurance (medical/dental/vision), unlimited budget for productivity tools, commuter benefits, allowance for continuing education, 401k with 6% match.
- **Engineering culture**: A strong technical focus (backend and frontend engineers) working on state-of-the-art AI and NLP. 9 active job postings across sales, engineering, marketing, design, and operations.
- **Who should apply**: People passionate about AI, user research, and building products that make human understanding scalable. The company values balance, growth, and high-impact work without "startup toxicity."

## Sources
1. [outset.ai](https://outset.ai/)
2. [outset.ai/careers](https://outset.ai/careers)
3. [linkedin.com/company/outset-ai](https://www.linkedin.com/company/outset-ai)
4. [ycombinator.com/companies/outset](https://www.ycombinator.com/companies/outset)
5. [jobs.ashbyhq.com/outset](https://jobs.ashbyhq.com/outset)

## Other roles at Outset

- [Product Marketing Manager](https://feeny.ai/job/product-marketing-manager-outset-san-francisco-hv2qcx62mr95) — San Francisco, CA
- [Research Manager](https://feeny.ai/job/research-manager-outset-san-francisco-9gv2eapx6xyq) — San Francisco, CA
- [Program Manager - Research Operations](https://feeny.ai/job/program-manager-research-operations-outset-san-francisco-4h9qpq7d39j0) — San Francisco, CA
- [Enterprise Sales Manager](https://feeny.ai/job/enterprise-sales-manager-outset-san-francisco-2nwx1wkrfwmz) — San Francisco, CA
- [Sourcer (Temporary)](https://feeny.ai/job/sourcer-temporary-outset-san-francisco-tv7xa2kmea1s) — San Francisco, CA
- [Customer Support Engineer](https://feeny.ai/job/customer-support-engineer-outset-san-francisco-wbjdbqge1vn7) — San Francisco, CA
- [Product Designer](https://feeny.ai/job/product-designer-outset-san-francisco-2hcx36egc9yy) — San Francisco, CA
- [Forward Deployed Software Engineer (EU)](https://feeny.ai/job/forward-deployed-software-engineer-eu-outset-europe-hgmhys40safb) — Europe
- [Backend Software Engineer](https://feeny.ai/job/backend-software-engineer-outset-san-francisco-28qkfcnaq2xf) — San Francisco, CA
- [Frontend Software Engineer](https://feeny.ai/job/frontend-software-engineer-outset-san-francisco-qmte0s0j6pd9) — San Francisco, CA