MidMarket Customer Success Manager, North Central & Northwest

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

📋 Description

• Serve as the primary liaison for designated customers, fostering strategic relationships while guiding platform adoption and success planning.

• Conduct regular business reviews (QBRs/EBRs), effectively communicating ROI and aligning on success metrics to aid retention and growth.

• Gain insight into customers’ industries, objectives, and challenges to offer customized recommendations and synchronize internal and external stakeholders on success goals.

• Enhance awareness and utilization of key platform features, deliver ongoing training, and pinpoint opportunities for increased adoption.

• Actively oversee customer health, manage escalations, and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and provide actionable insights.

• Maintain in-depth knowledge of the product roadmap and communicate pertinent updates and enhancements to customers.

• Partner with internal teams to create and implement customer success plans, proactively addressing risks before they affect engagement or satisfaction.

⛳️ Requirements

• A minimum of 5 years of experience in enterprise SaaS, with at least 3 years in Customer Success, Technical Account Management (TAM), or support roles.

• Demonstrated capability to manage extensive customer portfolios and cultivate long-term relationships, including at the executive level.

• Exceptional communication, presentation, and organizational abilities, adept at navigating both strategic and technical discussions effectively.

• Strong problem-solving skills with experience in resolving escalations while ensuring a positive customer experience.

• Proficient in CRM and case management tools such as Salesforce and Jira.

• Technical expertise related to internet technologies, networking, and email security products.

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

🏝️ Benefits

• Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.

• In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.