Sr. Manager, Mid-Market Customer Success
New
You must live and work permanently in the U.S. to be considered.Full-TimeManager
Salary81,000 - 105,000 USD per year OTE
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Job Details
- Experience
- 3–5 years of experience in Customer Success, Account Management, Onboarding, or related customer-facing roles; 1–2 years of leadership or people management experience
- Required Skills
- Data AnalysisAccount ManagementCross-functional collaborationCustomer SuccessSaaS
Requirements
- 3–5 years of experience in Customer Success, Account Management, Onboarding, or related roles
- 1–2 years of leadership or people management experience in SaaS or high-growth tech
- Proven experience managing customer retention, adoption, and expansion
- Strong operational mindset with experience using KPIs and metrics
- Excellent communication and relationship-building skills
- Ability to balance strategic thinking with hands-on execution
- Strong problem-solving skills and proactive approach to process improvement
- Experience supporting mid-market or commercial customer segments
- Continuous growth-mindset and ability to navigate ambiguity
Responsibilities
- Lead, coach, and develop a team of Mid-Market Customer Success Managers and Implementation Specialists
- Create a culture of accountability, ownership, and continuous improvement
- Manage team performance across onboarding, adoption, retention, renewals, and expansion
- Own team-level KPIs including GRR, NRR, customer health, and implementation timelines
- Partner on account strategy, customer escalations, and risk mitigation
- Improve onboarding workflows and implementation processes
- Use customer data and trends to identify risks and operational improvements
- Collaborate cross-functionally with Sales, Product, Engineering, and leadership
- Support strategic customer relationships and high-impact accounts
- Assist with hiring and ongoing development of team members
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