Customer Success Manager, Mid-Market
Owns implementation, adoption, retention, renewals, and expansion for a mid-market B2B SaaS customer portfolio. The role requires 5+ years in customer success or a related customer-facing function, strong project management, executive communication, and technical curiosity.
About the job
Responsibilities
- Serve as the primary point of contact for mid-market customers, owning outcomes end to end.
- Build and execute success plans focused on implementation, onboarding, adoption, retention, and expansion.
- Lead customer training, onboarding sessions, and executive business reviews.
- Monitor customer health signals, identify at-risk accounts, and escalate appropriately.
- Own renewals and support expansion conversations in partnership with Account Executives.
- Build and maintain onboarding, implementation, and success playbooks.
- Own the support experience by triaging, routing, and coordinating resolution with Engineering.
- Partner cross-functionally with Sales, Engineering, Product, and Leadership to improve customer experience.
- Synthesize customer feedback and provide roadmap input.
- Share portfolio insights, trends, and risks to inform business decisions.
Requirements
- 5+ years of experience in Customer Success, Implementation, Technical Account Management, or a related customer-facing role.
- Experience supporting mid-market accounts in a B2B SaaS environment.
- Experience onboarding and implementing software for customers.
- Strong project management skills and comfort managing 15–30 accounts.
- Ability to lead conversations with end users and executive stakeholders.
- Strong organization, proactive ownership, and problem-solving skills.
- Ability to operate effectively with limited structure in a fast-moving startup.
- Strong technical curiosity and ability to learn complex workflows quickly.
Benefits and Company Information
- Opportunity to join as an early member of the Customer Success team during the company’s public launch.
- Work with leading go-to-market teams and enterprise customers.
- Backed by NEA, Salesforce Ventures, and experienced enterprise software investors.
Skills
Customer Success, Implementation, Technical Account Management, B2B SaaS, Project Management, Customer Onboarding, Customer Training, Executive Business Reviews, Account Management, Product Adoption, Customer Health Signals, Renewals, Expansion, Cross-Functional Collaboration, Technical Troubleshooting
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