Customer Success Manager, Mid-Market

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Act as the main point of contact for key Mid-Market clients and take ownership of outcomes from start to finish.

• Develop and implement success plans aimed at enhancing both implementation and adoption.

• Ensure customers are activated, engaged, and deriving value swiftly.

• Conduct customer training sessions, onboarding programs, and executive business reviews.

• Track customer health indicators and proactively pinpoint accounts that may be at risk.

• Promote product adoption, user engagement, retention, and opportunities for expansion.

• Manage renewals and assist with expansion discussions alongside the Account Executive.

• Create and sustain onboarding, implementation, and success documentation.

• Oversee the support experience by managing, directing, and coordinating resolutions with the Engineering team.

• Collaborate across departments with Sales, Engineering, Leadership, Product, and other teams.

• Represent the customer’s perspective and consolidate feedback for feature requests and roadmap contributions.

• Highlight insights, trends, and risks to guide wider business strategies.

⛳️ Requirements

• At least 5 years of experience in Customer Success, Implementation, Technical Account Management, or a similar customer-facing position.

• Preferably experienced with mid-market accounts.

• Proven experience in onboarding and supporting customers within a B2B SaaS setting.

• Strong skills in project management.

• Comfortable managing a growing portfolio of 15 to 30 accounts.

• Capable of leading discussions with both end users and executive stakeholders.

• Highly organized, proactive, and willing to take initiative.

• Excellent problem-solving abilities.

• Ability to function effectively with minimal structure.

• Enthusiasm for working in a dynamic startup environment and developing a function from the ground up.

• Strong technical curiosity and aptitude for quickly mastering complex workflows.

• Comfortable with the fast-paced nature of an early-stage Series A company.

🏝️ Benefits

• Join the team right as Centralize makes its public launch and the category gains traction.

• Collaborate with innovative go-to-market teams and enterprise clients.

• Supported by NEA and Salesforce Ventures.

• Chance to influence onboarding, implementation, success documentation, and the product roadmap.

• Experience the environment of an early-stage Series A startup.

• Participate in a four-interview process aimed for completion in less than two weeks.