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About the role
Key responsibilities & impact- Improve renewal rates, drive cross-sell revenue, optimize customer health metrics, and participate in forecasting rhythms with clear, data-backed updates on renewal health and expansion opportunities.
- Develop and execute strategies to retain and expand the customer base, driving measurable value through proactive engagement and broadened stakeholder relationships.
- Oversee the Mid-Market CS function, guiding your team to drive platform adoption through customer training, research education, and methodology coaching.
- Manage, mentor, develop, and inspire a team of CSMs — prioritizing workload, monitoring performance, and empowering them to deliver high-impact customer engagements.
- Serve as executive sponsor for key accounts, cultivating senior relationships, driving successful executive-level reviews, and gathering strategic feedback.
- Hold the team accountable to activity metrics, utilization targets, and Salesforce data hygiene. Manage capacity and portfolio sizing to protect team bandwidth.
- Act as the customer voice internally, maintaining tight feedback loops with Product, Sales, Support, and Engineering.
- Partner with RevOps, Enablement, and CS Leadership to continuously refine the Mid-Market customer journey and implement scalable playbooks.
- Lead your team and customers through change with confidence and empathy, championing AI tool adoption by modeling best practices and coaching CSMs and customers alike.
Requirements
What you’ll need- 7+ years in customer success, account management, or consulting within a SaaS organization, with a strong track record of hitting retention targets.
- 2+ years directly managing CS or account management teams.
- Deep expertise in CS metrics (NRR, GRR, account health, etc.), risk mitigation workflows, and activity-based accountability structures.
- Experience participating in revenue forecasting and/or cross-functional account planning with Sales and Renewals.
- Excellent communication and critical thinking skills, with a data-driven mindset and comfort with tools like Salesforce, Claude Cowork, and Gong.
- Highly organized and detail-oriented, with a passion for creative problem-solving.
- Bonus: Background in qualitative, UX, or market research is a strong plus
Benefits
Comp & perks- A strong and competitive compensation package with a built-in bonus and equity program.
- An incredible and progressive benefits package (for both you and your dependents) to support work/life balance, including flexible PTO, 15 company holidays, 12 weeks of paid parental leave, 401k match, and much more.
- An education stipend to support your growth & development, and a remote work stipend.
- A company that is open and transparent with our team. You will know what is happening and why it matters.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Success MetricsAccount ManagementRisk Mitigation WorkflowsRevenue ForecastingCross-Functional Account Planning
Soft Skills
Excellent CommunicationCritical ThinkingCreative Problem-SolvingHighly OrganizedDetail-Oriented