Customer Success Manager (Mid-Market)
Skills
- Account management for mid-market or multi-location customers
- Customer success metrics and data-driven decision making
- Cross-functional collaboration and escalation management
- Consultative training and enablement
- Process development for scaling customer success
Responsibilities
- Own a named book of 40–60 mid-market, multi-location accounts and act as primary customer advisor
- Develop and execute proactive success plans to drive adoption, usage, and customer outcomes
- Coordinate cross-functional efforts with Onboarding, Support, Product, and Sales to ensure a seamless customer journey
- Identify and mitigate churn risks, escalating and coordinating resources as needed
- Track and resolve customer issues, keeping stakeholders informed until closure
- Lead training and enablement sessions for customer champions to increase feature adoption
- Collect and communicate customer feedback and usage trends to influence product roadmap
- Contribute to building scalable processes and assets for the Customer Success organization
- Travel to Multi-Shop Organization (MSO) customers as needed
Education
- Bachelor's degree preferred but not required
Benefits
- Fully remote work flexibility
- Competitive base salary
- Generous paid time off and paid parental/maternity leave
- Comprehensive Medical, Dental, Vision coverage (employee plans 100% covered)
- BetterHelp confidential counseling
- 401(k) with employer match up to 6%
- FSA/HSA options and life/AD&D insurance
- $60/month wellness stipend and $300 home office setup after one year
- Support for continuing education and professional development
Average salary estimate
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