Mid-Market Customer Success Manager
$150,000–$200,000 year
Remote
Job Summary
Oversee customer onboarding, post-launch reviews, quarterly business reviews, and executive check-ins to ensure satisfaction for strategic enterprise accounts. Create tailored success plans that deliver tangible outcomes while guiding customers on maximizing solution usage for long-term retention and expansion. Collaborate with Sales to pursue growth opportunities and work with Support to resolve technical inquiries. Design and refine renewal playbooks using data insights to drive revenue retention, and travel up to 30% of the time for on-site meetings. Join a fast-growing SaaS startup building category-defining technology for modern accounting firms.
Required Qualifications
- A minimum of 2 years in Customer Success, Renewal Management, or Account Management, with a focus on enterprise-level SaaS customers for at least 2 years
- Experience in early-stage startups with a willingness to embrace ambiguity and quickly adapt to change
- High EQ; adept at managing multiple stakeholder relationships
- Demonstrated success in increasing renewal rates and building effective renewal processes
- Ability to create and refine Customer Success playbooks and processes
- Familiarity with HubSpot or Salesforce is required
- Comfortable analyzing large data sets to identify trends and lead-indicators for customer health and risk mitigation
- Experience managing and expanding enterprise customer relationships, with strong negotiation skills and the ability to overcome objections
- A self-motivated attitude with a willingness to go above and beyond to ensure customer success and satisfaction
- Travel up to 30% of the time
Desired Qualifications
- Experience with Customer Success platforms like Gainsight or ChurnZero is a plus
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