# Mid-Market Customer Success Manager

**Company:** [Hiya](https://hotfix.jobs/companies/hiya)
**Location:** Seattle, WA
**Role:** Customer Success
**Salary:** $80k – $115k/yr
**Experience:** 3+ years
**Skills:** Salesforce, Vitally, Gainsight, Catalyst, Totango, Churnzero, Customer Success, Account Management, SaaS, Business Reviews
**Posted:** 2026-06-24

> Manage a $3M ARR portfolio of Mid-Market customers as trusted advisor, driving retention, adoption, and expansion in a SaaS environment. Requires 3-5+ years of customer-facing experience and proficiency with Salesforce and CS platforms.

## Job Description

## 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

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