MidMarket Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a MidMarket Customer Success Manager based in the United States.

This is an exciting opportunity to join a fast-growing cybersecurity environment focused on helping organizations maximize the value of advanced AI-driven security solutions. In this role, you will serve as a trusted advisor to mid-market customers, guiding them through onboarding, adoption, and long-term success strategies. You will work closely with stakeholders across technical and executive levels, ensuring customers achieve measurable business outcomes while strengthening retention and growth. The position offers a highly collaborative setting, partnering with Product, Engineering, Support, and Sales teams to address challenges and identify new opportunities. Ideal candidates are customer-centric, technically curious, and passionate about building long-lasting relationships in a dynamic SaaS environment.

• Serve as the primary point of contact for an assigned portfolio of customers, building strategic relationships and driving successful adoption of the platform.
• Conduct regular business reviews and executive meetings to communicate value realization, ROI, and progress against agreed success metrics.
• Develop a deep understanding of customers' business objectives, industry challenges, and security priorities to provide tailored guidance and recommendations.
• Promote awareness and utilization of platform capabilities through customer education, best practices, and enablement initiatives.
• Proactively monitor account health, identify risks, manage escalations, and coordinate cross-functional efforts to ensure positive customer outcomes.
• Collaborate with internal stakeholders to share customer feedback, influence product improvements, and align on long-term customer success plans.
• Maintain expertise in product developments and roadmap enhancements to effectively advise customers on future opportunities and adoption strategies.

Requirements

• Minimum of 5 years of experience in enterprise SaaS environments, including at least 3 years in Customer Success, Technical Account Management, or customer support roles.
• Proven success managing large customer portfolios and developing executive-level relationships that drive retention and growth.
• Strong communication, presentation, and organizational skills, with the ability to navigate both strategic business discussions and technical conversations.
• Demonstrated problem-solving capabilities and experience managing customer escalations while maintaining high satisfaction levels.
• Solid understanding of SaaS technologies, internet technologies, networking concepts, and email security solutions.
• Experience using CRM and case management platforms such as Salesforce, Jira, or similar tools.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent professional experience.
• Customer-focused mindset with strong analytical skills, collaboration abilities, and a proactive approach to driving measurable outcomes.

Benefits

• Competitive base salary ranging from $119,040 to $140,000 USD, depending on experience, skills, and location.
• Eligibility for performance-based bonus and equity programs.
• Comprehensive health and wellness benefits package.
• Opportunity to work remotely within the United States.
• Career growth opportunities within a rapidly scaling and innovative technology organization.
• Exposure to cutting-edge AI and cybersecurity technologies in a collaborative and high-impact environment.
• Inclusive culture that values diversity, learning, and professional development.