Full-Time Customer Success Manager

Customer Success Manager - Mid Market

The RoleWe are looking for a Customer Success Manager to partner with our Mid-Market customers, to drive adoption and ensure customer satisfaction, growth, and retention. This team member is responsible for significantly impacting our net dollar retention by serving this customer base.

Key Responsibilities include, but not limited to:

• Build playbooks for supporting a high volume of customer accounts
• Ensure real customer value, success, adoption, and renewals from mid-market customers
• Consult with customers on their internal learning and development strategy and influence leaders to drive change across their organization
• Work with business contacts and procurement to renew customer contracts
• Partner with sales to develop account expansion strategies for customers with high-growth potential to hit up-sell targets in particular those converting from free trial
• Onboard new customers
• Partner with Implementation Engineers to ensure successful project management and ongoing support of custom features
• Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
• Managing high volume of customer accounts (60+) executing a low touch/tech touch engagement model

What You Need to Succeed

• Deep connection with our mission
• Genuine care, respect, and will for the customer’s mission
• 3+ years of B2B SaaS customer success and/or account management
• Outstanding verbal and written communication skills
• Love for teamwork and commitment to building a world-class, enterprise-level global customer experience together
• Ability to adapt quickly in a fast-paced environment, and an interest in helping build sustainable processes

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