Director, Mid-Market Customer Success (SaaS)

TL;DR

Director, Mid-Market Customer Success (SaaS): Overseeing the mid-market customer segment to ensure satisfaction and renewal outcomes with an accent on platform adoption and retention metrics. Focus on leading a team of CSMs, optimizing customer health, and driving cross-sell revenue through data-driven strategies.

Location: Remote (US). Unable to hire in Montana, Hawaii, Alaska, and Washington DC.

Company

UX research platform trusted by top global brands in finance, healthcare, and tech to help teams understand the humans behind their products.

What you will do

• Lead and mentor a team of 6-8 Lead Research Advisors (CSMs) to drive platform adoption and utilization.
• Improve renewal rates and drive cross-sell revenue using data-backed forecasting and health metrics.
• Develop and execute strategies to retain and expand the mid-market customer base through proactive engagement.
• Serve as an executive sponsor for key accounts, cultivating senior relationships and conducting executive reviews.
• Collaborate cross-functionally with Product, Sales, Support, and Engineering to represent the customer voice.
• Champion AI tool adoption by modeling best practices and coaching both the team and customers.

Requirements

• 7+ years in customer success, account management, or consulting within a SaaS organization.
• 2+ years of direct experience managing CS or account management teams.
• Deep expertise in CS metrics such as NRR, GRR, and account health.
• Experience in revenue forecasting and cross-functional account planning with Sales and Renewals.
• Proficiency with tools like Salesforce and Gong.
• Must be based in the United States.

Nice to have

• Background in qualitative, UX, or market research.

Culture & Benefits

• Competitive compensation package including a built-in bonus and equity program.
• Comprehensive benefits package with flexible PTO, 15 company holidays, and 12 weeks of paid parental leave.
• 401k match and an education stipend to support professional growth.
• Remote-first environment with a dedicated remote work stipend.
• Open and transparent company culture.