Manager, Customer Success Mid-Market
$81,000–$105,000 year
Remote · United States
Job Summary
Remote leadership role for a Senior Manager of Mid-Market Customer Success focused on onboarding, adoption, retention, and expansion for a SaaS product. Leads a team of Mid-Market Customer Success Managers and Implementation Specialists, owns KPIs such as GRR and NRR, drives scalable processes, collaborates cross-functionally with Sales, Product, and Engineering, and contributes to account strategy, risk mitigation, and long-term value realization for strategic accounts. Requires 3–5 years in customer-facing roles with 1–2 years of people leadership in SaaS or high-growth tech; strong communication, operational mindset, and ability to balance strategic thinking with hands-on execution. Location is remote with US residence required.
Required Qualifications
- 3–5 years of experience in Customer Success, Account Management, Onboarding, or related customer-facing roles
- 1–2 years of leadership or people management experience, preferably within SaaS or a high-growth technology environment
- Experience managing customer retention, adoption, onboarding, or expansion initiatives
- Strong operational mindset with experience using KPIs and customer metrics to drive decisions and improve outcomes
- Excellent communication and relationship-building skills with customers, executives, and cross-functional stakeholders
- Ability to balance strategic thinking with hands-on execution in a fast-paced environment
- Strong problem-solving skills, customer advocacy, and a proactive approach to improving processes
- Comfortable navigating ambiguity while driving accountability and clarity across teams
- Experience supporting mid-market or commercial customer segments preferred
- Construction, field services, or related industry experience is a plus
- A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving.
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