Customer Success Manager - Mid-Market (Remote, United States)

About the Role

This opportunity, offered by our partner company, seeks an experienced Customer Success Manager focused on Mid-Market clients, based remotely within the United States. The role entails full ownership of the customer journey for a portfolio of mid-sized business accounts using an innovative SaaS platform. The successful candidate will work diligently to maximize customer value, fostering long-term success and growth through strong relationship building, efficient onboarding, and proactive engagement.

Key Responsibilities

• Oversee the entire lifecycle of mid-market client accounts, encompassing onboarding, product adoption, renewals, and growth efforts.
• Create and execute onboarding and enablement plans to accelerate customer outcomes and encourage widespread product use.
• Establish consultative partnerships by understanding client business goals and tailoring the platform capabilities accordingly.
• Conduct frequent business reviews to demonstrate value and identify possibilities for product expansion within client organizations.
• Collaborate across Sales, Product, Marketing, and Support teams to communicate customer insights, reduce risks, enhance the customer experience, and support scalable processes for Customer Success.
• Drive customer retention and revenue by spotting challenges early, supporting contract renewals, and uncovering expansion opportunities.

Candidate Requirements

• Between 3 to 6 years' experience in Customer Success, Account Management, or other client-facing roles within SaaS environments managing customer relationships.
• Demonstrated success handling customer renewals, spotting growth opportunities, and contributing positively to retention and revenue metrics.
• The ability to connect product technical features with client business goals and effectively communicate these benefits to both technical and non-technical stakeholders.
• Strong organizational aptitude and time-management skills to efficiently handle multiple accounts at once.
• A consultative and proactive mindset towards customer engagement, coupled with excellent communication, problem-solving, and relationship-building capabilities.
• Adaptability to fast-paced, evolving environments with ongoing process improvements.
• Permanent residency in the United States or Canada with eligibility to work remotely from these locations.

Compensation and Benefits

• Competitive on-target earnings that vary by location: Tier 1 cities (e.g., San Francisco, New York City, Seattle) with an OTE between $90,000 and $130,000; Tier 2 markets (including Los Angeles, Boston, Chicago, Denver) with $81,000 to $117,000; Tier 3 regions covering all other U.S. cities with $76,500 to $110,500 (base plus bonus).
• Full-time employees participate in equity programs.
• Comprehensive employee and eligible dependent medical, dental, and vision insurance coverage.
• Paid time off policy with flexibility and observed company holidays.
• 401(k) retirement plan participation.
• Paid parental leave provisions.
• Additional benefits include commuter support and home office stipends.
• The role supports a fully remote work setup.

Additional Information

The hiring process is managed by the partner company, utilizing AI-assisted tools to match applications efficiently and fairly. Final candidate selection and next steps, including interviews and assessments, are conducted directly by the employer. Applicants should note that personal data will be processed under applicable privacy laws, including GDPR, and may involve AI technology assistance in screening processes, while all hiring decisions remain human-supervised.