Mid Market Customer Success Manager
Core
Mid-market Customer Success Manager owning a portfolio of complex accounts, acting as a trusted advisor to drive retention and expansion for AP/AR and Spend & Expense workflows.
Role type
Mid-market Customer Success Manager (Senior IC)
Builds
Customer retention, expansion (IPFX Cross Sell, Subscription upsell, Transaction Revenue Growth), and adoption of financial automation platform.
Domain
Fintech / Financial Operations (AP/AR, Spend & Expense)
Required skills
Multi-stakeholder relationship management, Executive Business Review leadership, complex account retention strategies, upsell/cross-sell execution, product integration troubleshooting, Salesforce proficiency, Gainsight proficiency, independent judgment, process discipline.
Preferred skills
N/A
Technologies
Salesforce, Gainsight
Responsibilities
Own portfolio of mid-market accounts and drive measurable business outcomes; Anticipate and address churn risks independently; Lead Executive Business Reviews connecting product data to business outcomes; Execute customized upsell plans for revenue growth; Provide tailored product consultations and troubleshoot integrations; Set standards for team process execution and SLA adherence; Resolve complex customer issues independently with cross-functional collaboration.
Seniority
Senior, hands-on IC