Customer Success Manager, Mid-Market

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

📋 Description

• Act as the principal liaison and main contact point between designated customers and internal teams.

• Facilitate customer onboarding, platform integration, and success strategy development.

• Conduct regular business reviews (QBRs/EBRs), articulate ROI, and align success metrics to enhance retention and growth.

• Gain insights into customers’ industries, objectives, and challenges to deliver customized recommendations.

• Encourage awareness and utilization of platform features while providing ongoing education to customers.

• Track customer health, handle escalations, and work collaboratively with Product, Engineering, Support, and Sales teams.

• Maintain in-depth knowledge of the product roadmap and relay pertinent updates to customers.

• Collaborate with internal teams to formulate and implement customer success strategies.

• Recognize customer risks, opportunities, and gather actionable product feedback.

⛳️ Requirements

• Over 5 years of experience in enterprise SaaS, with a minimum of 3 years in Customer Success, Technical Account Management, or support roles.

• Demonstrated ability to oversee extensive customer portfolios and nurture long-standing relationships, including at the executive level.

• Exceptional communication, presentation, and organizational abilities.

• Strong analytical skills with a track record of successfully resolving escalations.

• Proficiency in CRM and case management systems such as Salesforce and Jira.

• Technical knowledge of internet technologies, networking, and email security solutions.

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

• Solid technical comprehension of SaaS offerings.

🏝️ Benefits

• Bonus or incentive compensation may be available.

• Equity options may be available.

• Comprehensive benefits package included.

• Pre-employment checks conducted in accordance with applicable laws and company security and privacy standards.