Customer Success Manager, Commercial Mid-Market

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of a portfolio comprising mid-market commercial accounts from start to finish, acting as the main point of contact and a trusted advisor.

• Establish and nurture multi-threaded relationships across key roles including champion, economic buyer, and executive levels.

• Create and implement customized success plans that align with each customer's strategic objectives and critical business outcomes.

• Actively monitor the health of accounts, engagement signals, and product usage to detect risks and opportunities early.

• Ensure timely renewals throughout your portfolio, managing the entire renewal cycle from a 90-day forecast to execution.

• Maintain an accurate and visible rolling renewal forecast in Salesforce or a comparable CRM.

• Identify and reduce churn risk through proactive outreach, business reviews, and effective escalation management.

• Meet gross revenue retention (GRR) and net revenue retention (NRR) targets.

• Spot and qualify expansion opportunities such as upsells, cross-sells, and seat expansions within your current customer base.

• Lead discussions with customers on commercial matters, working alongside your aligned Account Executive to finalize expansion deals.

• Develop growth plans for accounts that delineate the route to expansion over a 12–24 month timeframe.

• Conduct structured Quarterly Business Reviews (QBRs) with key stakeholders, showcasing ROI, product usage insights, roadmap alignment, and future success plans.

• Establish executive sponsorship programs and escalate appropriately when executive relationships require strengthening.

• Track product adoption milestones and proactively engage when customers lag behind adoption benchmarks.

• Represent the voice of the customer internally, advocating for product improvements, escalating support issues, and conveying market feedback to Product and Engineering.

• Collaborate with Sales, Marketing, and Implementation teams on account strategy, case studies, and customer advocacy initiatives.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Account Management, or a client-facing position within a B2B SaaS setting.

• Proven history of managing renewals and meeting or surpassing GRR/NRR targets.

• Demonstrated expertise in identifying and securing expansion opportunities (upsell, cross-sell) within an existing customer base.

• Experience in conducting Quarterly Business Reviews and making presentations to VP/C-Suite stakeholders.

• Comfortable navigating executive-level discussions and forming multi-threaded relationships within mid-market accounts.

• Strong capability to accurately forecast renewals and expansion pipeline within a CRM (Salesforce preferred).

• Exceptional written and verbal communication skills, able to convert complex data into compelling business value narratives.

• Data-driven approach - must be adept at extracting, interpreting, and presenting product usage and outcome metrics.

🏝️ Benefits

• 25-30% travel

• Remote work