Manager of Customer Success – Mid Market
Digi International
full-time
Posted on:
Location Type: Hybrid
Location: Hopkins • Massachusetts • Minnesota • United States
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Salary
💰 $95,000 - $149,000 per year
About the role
- Oversee a team of Customer Success Managers (CSMs)
- Own a small portfolio of SMB accounts as primary post-sale contact
- Drive adoption, value realization, renewals, and expansion
- Lead, mentor, and performance-manage 6–10 CSMs
- Establish weekly coaching rhythms and individual development plans
- Own cohort GRR/NRR for the mid-market segment
- Standardize processes for onboarding, adoption, renewals, advocacy
- Collaborate with various departments to resolve issues and inform roadmap
Requirements
- Bachelor’s in business/management or related field (or equivalent experience)
- 5+ years in Customer Success/Account Management
- 2+ years leading or mentoring a CS/AM team
- Strong understanding of SMB motions; experience with restaurant/retail ops strongly preferred
- Executive-ready communication
- Proven results in adoption, retention (GRR/NRR), and revenue growth
- Familiarity with tools such as NetSuite CRM, CS platforms (e.g., Totango), Zendesk/Jira
Benefits
- Total Rewards package
- Short-term incentive program
- New hire stock award
- Paid parental leave
- Open (uncapped) PTO
- Hybrid work environment
- Competitive medical, health & wellbeing offerings
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount Managementadoptionretentionrevenue growthonboarding processesstandardization of processesperformance managementcoachingdevelopment plans
Soft Skills
leadershipmentoringcommunicationcollaborationproblem-solvingorganizational skillsexecutive communication
Certifications
Bachelor’s in businessBachelor’s in managementequivalent experience