Mid-Market Customer Success Manager

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

📋 Description

• Take charge of a portfolio of mid-market accounts and cultivate multi-faceted relationships with executive sponsors and key stakeholders.

• Develop and maintain strategic account plans along with a proactive customer engagement schedule.

• Gain in-depth knowledge of Siteline's platform, construction billing processes, and industry best practices.

• Provide guidance to customers on business challenges, optimize workflows, and demonstrate product value.

• Lead customer success planning and oversee multi-stakeholder rollouts from the initial kickoff to the first live billing.

• Establish success milestones, oversee integrations and training, eliminate barriers to adoption, and create repeatable workflows.

• Promote adoption across various teams, projects, and business units.

• Identify opportunities for additional modules, integrations, and enhanced billing workflows.

• Conduct strategic business reviews linking product adoption to quantifiable outcomes.

• Manage renewal strategies, forecasting, execution, risk identification, and retention plans.

• Handle the expansion cycle from value-based discovery and pipeline development to negotiation and closure.

• Collaborate with Sales on pricing strategy and drive upsell and cross-sell revenue initiatives.

• Monitor account health and readiness, coordinate cross-functional teams, and foster customer advocacy.

• Work with Marketing on referrals, customer references, and case studies.

• Record product friction, unmet needs, and actionable feedback for the Product team.

• Collaborate with Support and Engineering to address complex customer issues and minimize disruptions.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Strategic Account Management, or a comparable customer-facing role in B2B SaaS, including experience managing large mid-market accounts.

• Proven track record of driving customer retention, renewals, and expansion in alignment with defined revenue goals.

• Strong consultative and commercial acumen, with a history of navigating executive stakeholders, renewal negotiations, and value-based expansion discussions.

• Capability to translate customer business objectives into strategic account plans, measurable success criteria, and actionable recommendations.

• Exceptional analytical and business judgment, with experience leveraging customer health, product usage, and revenue data to prioritize a high-value portfolio.

• Adept at managing ambiguity, adjusting to shifting priorities, and taking ownership in a dynamic startup environment.

• Resourceful and proactive, with a willingness to collaborate across functions.

• Experience in construction technology, accounts receivable, or construction finance is highly desirable, particularly in areas such as pay applications, retainage, lien waivers, and ERP workflows.

• Experience managing complex, multi-stakeholder implementations involving finance, operations, IT, or ERP teams is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional growth and development.

• Flexible work arrangements and a supportive work environment.