Manager, Customer Success – Mid-Market

CompanyCam

Manager supervising Mid-Market Customer Success team at CompanyCam, enhancing customer onboarding, retention and growth in a fast-paced SaaS environment.

Posted 6/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $81,000 per yearWebsite

About the role

Key responsibilities & impact

Lead, coach, and develop a team of Mid-Market Customer Success Managers and Implementation Specialists, setting a high bar for customer outcomes and team performance
Create a culture of accountability, ownership, and continuous improvement across the customer success organization
Manage team performance across onboarding, adoption, retention, renewals, and expansion initiatives
Own team-level KPIs including GRR, NRR, customer health, implementation timelines, and retention metrics
Partner with team members on account strategy, customer escalations, renewal planning, and risk mitigation efforts
Improve onboarding workflows and implementation processes to help customers achieve value quickly and consistently
Use customer data and trends to identify risks, opportunities, and areas for operational improvement
Collaborate cross-functionally with Sales, Product, Engineering, and leadership to improve the customer experience and influence segment strategy
Support strategic customer relationships and high-impact accounts when needed
Assist with hiring, onboarding, and ongoing development of Customer Success team members

Requirements

What you’ll need

3–5 years of experience in Customer Success, Account Management, Onboarding, or related customer-facing roles
1–2 years of leadership or people management experience, preferably within SaaS or a high-growth technology environment
Experience managing customer retention, adoption, onboarding, or expansion initiatives
Strong operational mindset with experience using KPIs and customer metrics to drive decisions and improve outcomes
Excellent communication and relationship-building skills with customers, executives, and cross-functional stakeholders
Ability to balance strategic thinking with hands-on execution in a fast-paced environment
Strong problem-solving skills, customer advocacy, and a proactive approach to improving processes
Comfortable navigating ambiguity while driving accountability and clarity across teams
Experience supporting mid-market or commercial customer segments preferred
Construction, field services, or related industry experience is a plus
A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving.
A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems.

Benefits

Comp & perks

meaningful equity
health insurance
retirement plans
paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementonboardingcustomer retentionadoption initiativesexpansion initiativesKPI managementcustomer metricsoperational improvementSaaS

Soft Skills

leadershipcommunicationrelationship-buildingstrategic thinkingproblem-solvingcustomer advocacyproactive approachcreativityinnovationgrowth mindset