Mid-Market Customer Success Manager (SaaS)

TL;DR

Mid-Market Customer Success Manager (SaaS): Building long-standing partnerships with high-value clients to maximize product adoption and revenue growth with an accent on strategic planning and executive relationship management. Focus on driving retention, identifying expansion opportunities, and acting as the voice of the customer for product improvements.

Location: Must be based in the United States; Remote (US) or Hybrid from specific office locations (Atlanta, Austin, Boston, Chicago, Denver, New York, San Francisco).

Salary: $81,500 – $118,000 (Base Salary).

Company

An AI-powered customer engagement platform that helps brands create individualized experiences at scale through cross-channel interactions.

What you will do

• Proactively manage a book of Mid-Market customers ($70K–$250K+ ARR) throughout the entire lifecycle.
• Develop strategic initiatives to drive customer retention and expansion.
• Maintain trusted advisor relationships with daily users and executive stakeholders.
• Lead regularly scheduled check-ins and produce Executive Business Reviews, including travel up to 25% of the time.
• Collaborate with Customer Account Managers to forecast growth and work with Support teams to triage client issues.
• Provide product feedback and recommendations for adoption to align the platform with marketer needs.

Requirements

• Proven ability to own the customer experience from onboarding through expansion.
• Must be based in the United States.
• Exceptional communication and presentation skills for interacting with executive stakeholders.
• Strong problem-solving ability with a technical mindset (APIs, HTML, CSS, Javascript).
• Experience with email, push, or SMS marketing software.
• Willingness and ability to travel up to 25% of the time.

Culture & Benefits

• Comprehensive medical, dental, vision, and life insurance.
• Competitive base salary, meaningful equity, and 401(k) plan.
• Flexible PTO, paid parental leave, and paid sabbatical.
• Professional development and wellness allowances.
• Commitment to a diverse, inclusive workplace with Community Impact Days.
• Complete laptop workstation provided.