# Customer Success Manager, Mid-Market

**Company:** [Centralize](https://hotfix.jobs/companies/centralize)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**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
**Posted:** 2026-08-25

> 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.

## Job Description

## 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.

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