Ethena

Mid-Market Customer Success Manager

Ethena

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $96,000 - $120,000 per year

About the role

  • Be the architect of the Ethena experience for our most complex customers
  • Drive Multi-Product Mastery: Act as a strategic consultant for customers utilizing our full suite - from Training to Hotline and Phishing - ensuring they aren’t just “happy" but are fully activated and seeing measurable ROI across every tool.
  • Build Multi-Level Relationships: Cultivate deep, durable relationships with key stakeholders in People, Legal, and Compliance. You’ll move beyond the "admin" level to become a trusted advisor who understands their unique brand, risks, and organizational culture.
  • Leverage AI in the Customer Journey: As our first Mid-Market CSM, you will design the blueprints for how we support multi-product users, creating scalable frameworks that ensure different types of workforces find immediate value.
  • Master the "Health Check": Move beyond basic metrics to analyze nuanced adoption data. You’ll proactively identify when a strategic account is underutilizing a specific feature (like Policy Bot) and share a strategy to keep our GDR to above industry benchmarks
  • Uncover Expansion Opps: Partner closely with Account Management to identify expansion opportunities. Because you understand the customer's "why," you’ll spot the perfect moment to introduce new capabilities that solve their evolving compliance headaches.
  • Close the Feedback Loop: Serve as the bridge between our customers and our Product team to ensure our most successful customers continue to be successful, sharing their insights across the organization.

Requirements

  • Proven track record of renewing accounts with multiple products (especially 500 - 5k employees) through smart + strategic relationship building, business reviews, and ruthless project management for renewals
  • Skilled at multithreading and uncovering new value in complex orgs
  • Organized and disciplined in Salesforce because pipeline hygiene matters
  • Builder mentality - you improve the playbook, not just run it
  • Proactive, self-led, and hungry to make an impact
  • Aligned with Ethena’s mission, with a passion for learning and growth
Benefits
  • unlimited PTO 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account renewalstrategic relationship buildingproject managementdata analysiscustomer journey designmulti-product masterypipeline management
Soft Skills
organizational skillsproactiveself-ledbuilder mentalitycommunicationconsultative skills