Lead Customer Success Manager, Mid-Market

Role Summary:

• Sprinto needs a Lead CSM who can build discipline into the mid-market customer journey: onboarding milestones, account health, renewal-risk tracking, QBRs, expansion triggers, and evidence-led customer conversations.
• The role is for someone who has operated in B2B SaaS customer success, owned retention or NRR outcomes, managed mid-market or enterprise accounts, and can think beyond account management into CS motion-building.

What you'll own:

• Build the mid-market CS motion by defining how Sprinto should onboard, engage, review, retain, and expand mid-market customers.
• Own adoption and customer health using product usage, audit progress, stakeholder engagement, support patterns, and customer context.
• Drive retention and expansion by owning renewal outcomes, surfacing expansion opportunities, and building value cases.

What We're Looking For:

• 7–9 years of total experience with strong experience in B2B SaaS customer success.
• Experience owning a book of mid-market or enterprise customers, ideally with ACVs in the $50K–$150K range.
• Accountability for retention, GRR, NRR, renewals, or expansion, not only CSAT or relationship management.