Manager, Mid-Market Customer Success

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Requirements:

• At least 8 years of experience in customer success or account management, with 3+ years of leadership experience within a revenue-focused customer success team.
• Track record of managing a mid-market customer base with ARR ranging from $50K to $150K.
• Proven ability to collaborate effectively with leaders across departments, ensuring alignment and fostering a culture of teamwork to meet both customer and business goals.
• Strong skills in managing competing priorities and delivering results in a fast-paced, ever-changing environment.
• Deep understanding of SaaS metrics, including ARR, churn, NPS, NRR, and expansion numbers.
• Exceptional communication and relationship-building skills, both with customers and internal executives.

Responsibilities:

• Lead and mentor a team of Mid-Market Customer Success Managers, providing guidance, support, and coaching to help them excel in their roles.
• Refine and execute on a customer engagement strategy that prioritizes customer success and satisfaction, ensuring sustained relationships and ongoing value realization.
• Champion the voice of the customer within the organization by gathering feedback and helping to shape product development, features, and improvements based on customer needs and pain points.
• Drive customer retention and expansion by boosting adoption of our full feature set, ensuring that customers derive maximum value from the platform.
• Continuously analyze and refine the criteria used in the customer health score. This helps identify early indicators of customer needs or potential churn
• Leverage data-driven insights to identify customer trends, behaviors, and opportunities for improvement in the customer journey, making informed decisions that enhance overall customer experience.
• Develop and maintain strong relationships with key mid-market accounts, ensuring their success, engagement, and long-term retention on the platform.
• Act as the primary escalation point for the team, effectively orchestrating resources across the company to resolve customer issues and ensure a successful customer journey from start to finish
• Define, track, and analyze Customer Success KPIs, utilizing data trend analysis to identify opportunities for improvement and optimize customer outcomes.