Manager, Mid-Market Customer Success

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Mid-Market Customer Success in United States.

This role is a dynamic player-coach position that combines team leadership with hands-on customer engagement in a fast-growing SaaS environment. You will lead and develop a high-performing Customer Success team while directly managing key mid-market accounts to ensure strong retention and expansion outcomes. The role focuses on building scalable success strategies, including digital-first engagement models, while maintaining a high-touch approach for strategic clients. You will play a critical role in shaping customer success frameworks, improving operational efficiency, and driving measurable value for customers. Working cross-functionally with Sales, Product, and Marketing, you will help influence product direction and enhance customer experience. This is a high-impact leadership role where your work directly contributes to growth, customer satisfaction, and long-term business success.

• Lead, coach, and develop a Mid-Market Customer Success team, fostering a performance-driven culture focused on retention, renewals, and expansion.
• Manage a portfolio of mid-market or tech-touch accounts, ensuring consistent value delivery and proactive customer engagement.
• Drive renewal strategies, identify upsell and cross-sell opportunities, and maximize customer lifetime value.
• Design and scale customer success frameworks, including the development of tech-touch and digital engagement strategies.
• Monitor and analyze key performance metrics such as adoption, engagement, churn, and retention to inform decision-making.
• Develop and refine playbooks, workflows, and success plans to standardize best practices across the team.
• Conduct strategic business reviews and customer check-ins to ensure alignment on goals and outcomes.
• Collaborate with cross-functional teams to address customer needs, share insights, and influence product improvements.

Requirements:

• 5+ years of experience in B2B SaaS Customer Success or Account Management roles.
• At least 2 years of experience in a leadership or senior-level position managing or mentoring teams.
• Strong experience with Customer Success platforms (e.g., Gainsight, ChurnZero) and CRM systems.
• Analytical mindset with the ability to leverage data to drive customer engagement and retention strategies.
• Excellent communication and presentation skills, with the ability to engage stakeholders at all levels.
• Proven ability to manage multiple priorities and drive results in a fast-paced environment.
• Strong leadership and coaching abilities with a focus on team development and performance.
• Collaborative mindset with experience working cross-functionally across Sales, Product, and Marketing.
• Interest or experience in nonprofit, education, or mission-driven sectors is a plus.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Flexible and remote-friendly work environment.
• Generous paid time off and holiday policy.
• Professional development and career growth opportunities.
• Supportive, inclusive, and mission-driven team culture.
• Access to modern tools and technologies to support your work.
• Opportunities to make a meaningful impact in purpose-driven sectors.