Manager, Mid-Market Customer Success

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Mid-Market Customer Success in United States.

This role is a dynamic player-coach position that combines team leadership with hands-on customer engagement in a fast-growing SaaS environment. You will lead and develop a high-performing Customer Success team while directly managing key mid-market accounts to ensure strong retention and expansion outcomes. The role focuses on building scalable success strategies, including digital-first engagement models, while maintaining a high-touch approach for strategic clients. You will play a critical role in shaping customer success frameworks, improving operational efficiency, and driving measurable value for customers. Working cross-functionally with Sales, Product, and Marketing, you will help influence product direction and enhance customer experience. This is a high-impact leadership role where your work directly contributes to growth, customer satisfaction, and long-term business success.

Accountabilities:

Lead, coach, and develop a Mid-Market Customer Success team, fostering a performance-driven culture focused on retention, renewals, and expansion.
Manage a portfolio of mid-market or tech-touch accounts, ensuring consistent value delivery and proactive customer engagement.
Drive renewal strategies, identify upsell and cross-sell opportunities, and maximize customer lifetime value.
Design and scale customer success frameworks, including the development of tech-touch and digital engagement strategies.
Monitor and analyze key performance metrics such as adoption, engagement, churn, and retention to inform decision-making.
Develop and refine playbooks, workflows, and success plans to standardize best practices across the team.
Conduct strategic business reviews and customer check-ins to ensure alignment on goals and outcomes.
Collaborate with cross-functional teams to address customer needs, share insights, and influence product improvements.

Requirements:

5+ years of experience in B2B SaaS Customer Success or Account Management roles.
At least 2 years of experience in a leadership or senior-level position managing or mentoring teams.
Strong experience with Customer Success platforms (e.g., Gainsight, ChurnZero) and CRM systems.
Analytical mindset with the ability to leverage data to drive customer engagement and retention strategies.
Excellent communication and presentation skills, with the ability to engage stakeholders at all levels.
Proven ability to manage multiple priorities and drive results in a fast-paced environment.
Strong leadership and coaching abilities with a focus on team development and performance.
Collaborative mindset with experience working cross-functionally across Sales, Product, and Marketing.
Interest or experience in nonprofit, education, or mission-driven sectors is a plus.

Benefits:

Competitive salary and performance-based incentives.
Comprehensive health, dental, and vision insurance.
Flexible and remote-friendly work environment.
Generous paid time off and holiday policy.
Professional development and career growth opportunities.
Supportive, inclusive, and mission-driven team culture.
Access to modern tools and technologies to support your work.
Opportunities to make a meaningful impact in purpose-driven sectors.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Manager, Mid-Market Customer Success

Requirements:

Benefits:

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