Customer Success Manager, Mid-Market Accounts

Role Focus:

• Ensure customer retention and expansion within the mid-market segment by driving product adoption and maximizing lifetime value.
• Proactively contact customers to identify and solve at-risk situations and serve as a feedback conduit to leadership regarding product needs.

Key Responsibilities:

• Engage with existing customers to understand their experiences and lead the renewal process from start to finish, including negotiations.
• Develop strategies to increase customer investment and work closely with sales and success teams to identify expansion opportunities.
• Maintain accurate records of customer interactions and feedback to improve future strategies and stay updated on product and industry trends.

Qualifications:

• Bachelor's Degree in Business, Marketing, or a related field and 2-3 years of experience in sales, account management, or customer success in a SaaS environment.
• Excellent communication skills, detail-oriented, with strong negotiation and closing abilities and experience with tools like Salesforce and Gainsight.
• Self-motivated, results-driven, and able to build long-term customer relationships while quickly learning new technologies.