Customer Success Manager (Mid-Market)

3+ years in customer success, account management, or similar customer-facing role, preferably with mid-market customers. Background in SaaS or technology. Experience managing customer accounts ranging from $10K-$100K ARR. Passion for understanding customer needs and delivering measurable outcomes. Strong communication and interpersonal skills. Proactive, self-starter with excellent problem-solving skills and ability to manage multiple priorities. Comfortable using data to track customer health and inform decision-making. Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms is a plus. Comfort with QBRs/ABRs, health checks, account mapping, and common customer success processes.

Onboard new customers and ensure strong adoption. Monitor customer health and engagement, proactively addressing risks. Build relationships with key stakeholders and decision-makers. Conduct virtual training sessions and share best practices. Lead quarterly or semi-annual business reviews. Partner with Account Management to support renewals and identify growth opportunities. Serve as the voice of the customer, providing feedback to internal teams. Collaborate cross-functionally to resolve issues and deliver a consistent customer journey. Help create and standardize customer success best practices.