Customer Success Manager, Mid-Market

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

📋 Description

• Manage comprehensive customer relationships for a portfolio of mid-market accounts, acting as the main point of contact after the sale.

• Facilitate successful onboarding and quick time-to-value for new clients by closely collaborating with Solutions Engineering and Customer Success Associates.

• Create and implement account strategies that enhance platform usage, foster engagement, and achieve quantifiable safety and operational results.

• Conduct regular business reviews with customer stakeholders, conveying ROI and aligning on objectives and future plans.

• Actively monitor the health of accounts and address churn risks early, escalating issues to internal teams when necessary.

• Discover and assess expansion opportunities within your portfolio, collaborating with Sales to promote upselling and cross-selling initiatives.

• Represent the customer's perspective within the organization, providing insights to Product, Engineering, and Support to enhance the platform experience.

• Collaborate with and guide Customer Success Associates who are supporting your accounts.

⛳️ Requirements

• 3-6 years of experience in customer success, account management, or a similar client-facing role, preferably in B2B SaaS.

• Proven history of managing renewals, enhancing retention, and recognizing expansion opportunities.

• Strong skills in building relationships, with the capacity to engage stakeholders at both operational and management levels.

• A data-driven approach to account management, comfortable using health metrics, usage statistics, and business outcomes to inform decisions.

• Highly organized, self-motivated, and adept at effectively managing a high-volume portfolio.

• Nice to Have

• Experience in a rapidly growing or early-stage SaaS environment.

• Familiarity with customer success platforms (Gainsight, ChurnZero, Salesforce, etc.).

• Background in or exposure to warehouse, logistics, manufacturing, or industrial settings.

• Experience in managing or mentoring junior Customer Success team members.

🏝️ Benefits

• Extensive and generous health, dental, and vision insurance.

• Highly competitive paid parental leave and support system.

• Ownership in the business through an Equity Incentive Plan.

• Generous paid time off and/or flexible work arrangements.

• Daily in-office meals, vibrant company events, and team-building activities.

• 401K retirement plan, HSA options, and pre-tax commuter benefits.