Senior Manager, Mid Market Customer Success
Core
Lead and empower a team of Customer Success Managers to drive predictable business results, maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), and ensure customers realize measurable ROI from the platform.
Role type
Senior Manager, Mid Market Customer Success
Builds
Revenue growth, retention, and expansion strategies for B2B SaaS customers
Domain
B2B SaaS / Customer Experience
Required skills
Team leadership, commercial coaching, value realization, revenue forecasting, churn risk mitigation, CRM data hygiene, cross-functional collaboration, negotiation, SaaS customer success management
Preferred skills
Experience with AI tools for task streamlining
Technologies
Salesforce, Gong, Planhat
Responsibilities
Own GRR and NRR targets across the portfolio, standardize value realization frameworks, partner with Sales on expansion strategies, maintain rigorous forecasts for renewals and churn, join business reviews and renewal negotiations to coach CSMs, establish early-warning health triggers for churn, ensure strict data hygiene in CRM tools, scale and mentor a high-performing team, partner with Sales, Marketing, Support, and Product to optimize handoffs and inform product strategy
Seniority
Senior, hands-on IC leader