Mid-Market Customer Success Manager

Job Summary

Owning a portfolio of mid-market accounts, the full-time Mid-Market Customer Success Manager will serve as a trusted advisor, managing complex customer relationships, executing retention strategies, and leading Executive Business Reviews in a remote environment.

Key responsibilities

• Own a portfolio of mid-market accounts, aligning product capabilities to customer goals and workflows
• Anticipate churn risks and develop personalized success plans to enhance customer retention
• Lead Executive Business Reviews that connect product adoption to measurable business outcomes

Required qualifications

• 5-8 years in customer-facing SaaS roles managing complex mid-market accounts
• Experience in multi-stakeholder relationship management and leading Executive Business Reviews
• Proven ability to identify and execute upsell and transaction revenue growth opportunities
• In-depth knowledge of product capabilities and integration troubleshooting
• Proficiency with Salesforce and Gainsight for managing customer touchpoints