Job Description
The role involves leading and developing a customer success team to drive adoption, deliver value, and build long-term relationships with mid-market clients in a SaaS environment, focusing on strategic engagement, scalable success strategies, and customer retention.
Key Responsibilities
- Own the success, value realization, and risk management of the Mid-Market customer segment.
- Define and implement scalable customer success strategies, including onboarding, adoption, expansion, and renewal playbooks.
- Lead, develop, and support a team of Customer Success Managers through critical customer engagements.
Requirements
- Minimum of 5 years as an individual contributor within Customer Success, account management, or strategic consulting roles.
- Preferred experience of 3 years in a people manager or leadership role.
- Bachelor’s degree from a 4-year accredited institution.
- Experience working for a SaaS company.
- Led a team where each team member managed a portfolio of 50 accounts.
- Experience with Tech Tech, Scale, or Digital Customer Success programs.
- Experience integrating AI automation into customer success workflows to drive team members productivity gains.
- Experience using Gainsight.
Benefits & Perks
Annual Base Salary range: 119,000 - 170,000 USD
Flexible working model supporting remote, hybrid, or in-office work
Comprehensive health and parental leave plans
Professional development stipend
Performance-based bonus variable pay and equity for eligible roles
Opportunities for above-market total compensation and outpacing broader market over time
Ready to Apply?
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