Mid-Market Customer Success Manager

What You’ll Do

• Own and manage a portfolio of Mid-Market customers representing approximately $3M ARR.
• Build trusted relationships with customer stakeholders and serve as the primary point of contact for customer success.
• Develop and execute success plans aligned to customer goals and business outcomes.
• Conduct regular business reviews to demonstrate value, drive adoption, and strengthen engagement.
• Monitor customer health, identify risks proactively, and execute retention strategies to minimize churn.
• Drive product adoption and help customers realize measurable value from our solutions.
• Partner with Sales to identify, develop, and support expansion opportunities within existing accounts.
• Collaborate with Customer Support, Product, and other cross-functional teams to resolve issues and improve the customer experience.
• Advocate for customer needs and provide actionable feedback to internal stakeholders.

What We’re Looking For

• 3–5+ years of Customer Success, Account Management, Consulting, or related customer-facing experience in a SaaS environment.
• Experience managing a portfolio of Mid-Market customers and driving retention outcomes.
• Demonstrated ability to build relationships with stakeholders and influence business outcomes.
• Strong analytical, communication, presentation, and problem-solving skills.
• Experience identifying customer risks and growth opportunities through data and customer engagement.
• Experience using Salesforce and Customer Success platforms such as Vitally, Gainsight, Catalyst, Totango, ChurnZero, or similar tools.

Compensation & Benefits

• Base Salary: $80,000 - $115,000
• Equity Compensation: ownership aligned with your impact and the company's growth
• Employer-sponsored Insurance: Medical, dental, and vision (PPO & HDHP); 50% dependent coverage
• Health, flexible spending, and dependent care accounts
• Life, AD&D, and accident coverage, with company-paid life and long-term disability
• 401(k) with 3% company match (via Fidelity)
• Flexible vacation policy and paid company holidays
• Paid parental leave
• Work-from-home equipment stipend
• $1,000 annually to invest in your learning and growth
• $1,000/year in charitable donation matching
• Team lunch 3x per week