Customer Success Manager, Mid-Market

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

📋 Description

• Oversee a portfolio of 60-75 current customer accounts.

• Collaborate with product end-users on implementation, onboarding, product utilization, and renewals.

• Analyze customer metrics to assess product adoption, client satisfaction, and customer objectives.

• Cultivate an in-depth understanding of the customer, the product, and the industry landscape.

• Participate in internal initiatives aimed at enhancing operational infrastructure.

• Collaborate with product and engineering teams to design new product features that resonate with customer feedback.

• Utilize AI tools (e.g., Claude) as an integral part of your core Customer Success Management (CSM) workflow to enhance efficiency and customer readiness.

• Seek opportunities to leverage AI within your portfolio and personal workflow, sharing successful strategies to benefit the broader team.

⛳️ Requirements

• Minimum of 5 years of professional experience, including 3+ years in a relevant customer success management position.

• Proficient in both written and verbal communication with clients.

• Experienced in leading client-facing meetings and presentations with various attendees, including executives.

• Strong passion for driving customer success with a product or service.

• Proven ability to prioritize time, resources, tasks, and people effectively to achieve deadlines and objectives.

• Demonstrated capability to quickly grasp advanced technical subjects, showing a willingness to expand knowledge.

• Regularly and thoughtfully applies AI in core CSM deliverables, with a knack for providing context and real examples where it enhances quality, speed, or customer readiness.

• Adapts well in a dynamic and evolving work environment.

• Bachelor's degree or equivalent professional experience.

• Preferred: Experience in producing AI-driven work that others can reuse or implementing AI-enabled improvements with measurable results.

🏝️ Benefits

• Comprehensive health, dental, and vision coverage for you and your family.

• Life insurance benefits.

• Mental wellness support.

• Assistance with fertility and family growth.

• Flex Time Off alongside company-paid holidays.

• Paid family leave, medical leave, and bereavement leave policies.

• Retirement savings plans.

• Allowance for customizing your home work and technology setup.

• Annual stipend for professional development.