Seso Inc.

Mid Market Customer Success Manager

Seso Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $100,000 - $115,000 per year

About the role

  • Own a book predominantly comprised of mid-market customers.
  • Run structured onboarding and ongoing success plans to drive adoption and outcomes.
  • Manage inbound customer requests and issues. Triage quickly and coordinate resolution with internal teams.
  • Proactively engage customers to prevent issues, improve product usage, and reduce churn risk.
  • Build and maintain relationships with key customer stakeholders.
  • Drive renewals for customers in your book, including risk identification, save plans, and renewal execution.
  • Identify and support expansion opportunities in partnership with Sales.
  • Act as a customer advocate internally. Share clear context and feedback with Product and Operations partners.
  • Maintain excellent data hygiene across Seso systems, including accurate notes, health signals, and next steps.
  • Proactively monitor customer health metrics and implement retention strategies.
  • Serve as an escalation point for complex customer issues. Lead cross-functional action plans to resolution.
  • Model strong judgment, customer-first communication, and solution-oriented problem solving.
  • Informally mentor other CSMs by sharing best practices and helping unblock tricky situations.

Requirements

  • At least 2 years experience in Customer Success, Account Management, or a similar customer-facing role managing a portfolio of customers
  • Demonstrated renewal and retention ownership in a recurring revenue environment.
  • Strong written and verbal communication, including leading customer calls and managing expectations.
  • Strong operational and technical aptitude. Able to learn software quickly and troubleshoot basics.
  • Comfort using data to prioritize work and assess customer health.
  • Proficient in both English and Spanish.
  • Ability to travel up to 15% of the time
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successaccount managementrenewal ownershipretention strategiesdata analysistroubleshootingcustomer health metricsonboardingexpansion opportunitiescross-functional action plans
Soft Skills
communicationproblem solvingrelationship buildingjudgmentmentoringcustomer advocacyorganizational skillsproactive engagementsolution-orientedexpectation management