Customer Success Manager - Mid-Market / Enterprise
This customer-facing role manages strategic mid-market and enterprise accounts, leading onboarding, adoption, retention, renewals, and expansion through consultative partnerships. It requires 3–5 years of SaaS Customer Success or Account Management experience, executive communication skills, and comfort using AI and customer-success tools.
About the job
Responsibilities
- Maintain strategic relationships and regular touchpoints across a mid-market and enterprise book of business.
- Guide onboarding, adoption, template and workflow setup, training, and value realization during customers’ first 90 days.
- Create Success Plans, drive product adoption, and identify solutions to reduce churn and contraction.
- Analyze license usage, document activity, and engagement trends to establish benchmarks and guide business reviews.
- Own escalations and coordinate cross-functional resolution with Account Managers, Implementation Engineers, Solutions Engineers, Technical Account Managers, Product, and Support.
- Support renewal strategy, upsell paths, and expansion opportunities.
- Advocate for customer feedback and improve customer playbooks and AI workflows.
- Use Planhat, Salesforce, Claude, Gong, and AI assistants to analyze usage, forecast risk, synthesize insights, and identify expansion opportunities.
Requirements
- 3–5 years of Customer Success or Account Management experience in a SaaS environment.
- Experience supporting mid-market, upmarket, or enterprise customers.
- Track record of driving adoption, retention, and long-term customer value.
- Ability to engage C-level stakeholders and navigate complex organizations.
- Strong communication, relationship-building, organization, problem-solving, ownership, adaptability, and cross-functional collaboration skills.
- Comfortable learning, experimenting with, and adopting AI features.
Compensation & Benefits
- Annual OTE of up to $95,000, including base salary and bonus.
- Potential company stock purchase or annual bonuses.
- Medical, dental, vision, short- and long-term disability, life insurance, FSA, and 401(k) plans.
- 13.34+ hours of paid time off per month, six self-care days, birthday PTO, and 10 company-paid holidays.
Skills
SaaS, Customer Success, Account Management, Planhat, Salesforce, Claude, Gong, Ai Assistants, Workflow Design, Product Adoption
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