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The Senior Customer Success Manager (Mid-Market) is a strategic, customer-centric role owning a portfolio of ~40–50 mid-market accounts. This role ensures customers achieve measurable business outcomes through proactive engagement, deep relationship management, and strategic execution. Senior CSMs act as trusted advisors who bridge customer goals with product value and long-term success. The CSM is expected to combine strong commercial and customer judgment with high AI fluency, using AI to increase their leverage while maintaining ownership of the quality and judgment behind their work.
This role reports to our Head of Customer Success.
This role is located in the United States and works CST/ EST hours.
What you'll be doing:
Portfolio Ownership: Manage a book of ~40–50 mid-market customers, focusing on retention, adoption, satisfaction, and strategic health.
Onboarding & Adoption: Lead onboarding plans to ensure customers realize rapid time-to-value with strong adoption trajectories.
Customer Health Monitoring: Use data and qualitative signals to proactively identify at-risk accounts and recommend corrective actions.
Strategic Success Planning: Develop and execute customer success plans that align with each customer’s business goals.
Renewal Execution: Drive renewal conversations and mitigation strategies, partnering closely with Sales where appropriate.
Growth Influence: Identify expansion opportunities and influence them through value messaging and coordinated actions with Strategic Account Executives.
Business Reviews: Conduct periodic business reviews to showcase value delivery and deepen relationships.
Customer Advocacy: Serve as the voice of the customer internally to drive product improvements and operational refinements.
Cross-Functional Collaboration: Partner with Product, Support, Marketing, and other teams to ensure a cohesive customer experience.
AI-Enabled Execution: Use AI tools daily to work faster and more effectively across account research, customer insights, success planning, QBR preparation, risk identification, and internal workflows.
What you should bring:
Strategic Relationship Management: Builds deep, long-term relationships with customer stakeholders.
Communication & Influence: Articulates value clearly across roles—from daily users to business leaders.
Analytical Thinking: Interprets customer and usage data to guide proactive actions.
Problem Solving & Initiative: Anticipates challenges and drives solutions collaboratively.
Business Acumen: Understands customer business models and aligns solutions to outcomes.
Cross-Functional Collaboration: Partners with Sales, Product, Support, and other internal teams to deliver seamless results.
AI Fluency: Uses AI as a core part of how they work—delegating appropriate tasks, directing AI effectively, critically evaluating outputs, and building AI-enabled workflows that improve the quality and speed of customer work.
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