Customer Success Manager – Mid Market

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

📋 Description

• Manage the relationship for a Mid-Market portfolio consisting of approximately 125 accounts, overseeing everything from post-sale through each renewal.

• Monitor account health and collect feedback from camp leaders to ensure internal teams develop appropriate solutions.

• Identify potential risks before they escalate into churn discussions and implement strategies to address sentiment declines, adoption issues, and other signs of churn.

• Conduct business reviews and check-ins with camp leaders, linking Campminder’s features to their program objectives.

• Advocate for account needs in cross-departmental discussions and propose product or process improvements based on data insights.

• Manage account modifications such as add-ons, new product introductions, churns, and other system changes related to customer health indicators.

• Share insights from the mid-market segment with the SMB team to ensure lessons learned from complex, high-touch accounts inform broader strategies.

• Assist in executing campaigns focused on product adoption, engagement, and customer sentiment success.

• Collaborate with Product Marketing to ensure product launch objectives are achieved for Mid-Market Accounts.

⛳️ Requirements

• Capability to independently develop action plans for complex account situations while keeping the manager informed.

• Proficiency in conducting business reviews that align Campminder features with camp program objectives.

• Ability to prioritize tasks across a portfolio of roughly 125 accounts.

• Skill in analyzing usage, sentiment, and support history data to detect churn risks at an early stage.

• Competence in translating individual camp requirements into broader product or process recommendations using data.

• Experience or demonstrated expertise in advising fellow Customer Success Managers (CSMs) on account-related challenges.

• Ability to effectively utilize AI and the Success Tool Stack.

• Must possess a reliable, high-speed internet connection for remote work.

🏝️ Benefits

• Annual Bonus Program with the potential for a $3,000 bonus.

• Comprehensive medical, dental, and vision coverage options with substantial employer contributions.

• $500 employer contribution for Health Savings Account (HSA) compatible plans.

• Flexibility to choose your work environment - remotely, in the office, or a hybrid model.

• Access to resources that promote mental health and emotional well-being.

• 12 weeks of fully paid parental leave for all new parents, including those who adopt, use surrogacy, or engage in foster care.

• 401(k) plan with a 4% company matching contribution.

• Trust-Based (flexible) Paid Time Off (PTO).

• $900 annual wellness allowance.

• Company-funded subscriptions, training, and support for the professional and personal use of AI.

• Flexible working arrangements available.

• Paid leave for recovery from miscarriage or stillbirth.

• HSA and wellness allowance contributions can be utilized for childcare, eldercare, adoption fees, and fertility treatments, including IVF.