SAI360

Manager, Customer Success – Mid-Market

SAI360

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $105,000 - $135,000 per year

About the role

  • Lead, coach, and develop a team of Mid-Market Customer Success Managers, including hiring, onboarding, performance management, and career development
  • Drive customer value realization and renewal readiness across the mid-market portfolio, ensuring customers achieve intended business outcomes
  • Ensure strong, consistent execution of the Customer Success playbook, including success planning, engagement cadence, and health management health scoring, and renewal readiness practices
  • Partner closely with the Senior Manager, Customer Success to align on standards, objectives, and cross-segment priorities
  • Act as an escalation point for complex or at-risk mid-market accounts
  • Serve as a voice of the customer internally, synthesizing feedback and trends to influence Product, Services, and operational improvements
  • Partner with Account Management to support renewals and identify expansion opportunities, maintaining a 90% GRR
  • Use data and insights to monitor customer health, adoption, and team performance; proactively address risks
  • Collaborate with CS Operations and Customer Success leadership to improve tooling, processes, and scalability
  • Reinforce a culture of accountability, ownership, and customer-first decision-making within the team

Requirements

  • 6+ years of experience in Customer Success, account management, consulting, or a related customer-facing role
  • 3+ years of people management experience leading customer-facing teams
  • Proven ability to manage scaled customer portfolios while maintaining strong customer relationships
  • Demonstrated success driving retention and customer outcomes through structured success practices
  • Strong communication and stakeholder management skills, with the ability to influence without authority
  • Analytical mindset with comfort using data to drive decisions and improvements
  • Experience partnering cross-functionally with Sales, Product, and Operations
  • Familiarity with Salesforce and Customer Success tooling
  • Experience in Ethics & Compliance, Learning, or related SaaS environments preferred
Benefits
  • Health insurance
  • Pet insurance
  • Paid time off
  • Quarterly wellness days
  • Flexible work environment
  • Competitive compensation
  • Bonus incentive plan
  • Strong 401(k) match
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successaccount managementdata analysisperformance managementsuccess planninghealth managementrenewal readinesscustomer retentionstakeholder managementSaaS
Soft Skills
leadershipcoachingcommunicationinfluencecollaborationaccountabilityownershipcustomer-first decision-makinganalytical mindsetproblem-solving