Mid-Market Customer Success Manager, North America

About the Role

We are seeking a customer-focused Mid-Market Customer Success Manager (CSM) to manage a portfolio of customers across North America representing approximately $3M in Annual Recurring Revenue (ARR). As a trusted advisor, you will help customers achieve their business objectives, maximize value from our solutions, and build long-term partnerships.

This role is accountable for driving customer retention and achieving Net Revenue Retention (NRR) goals within the assigned portfolio. You will partner closely with Sales to identify and support expansion opportunities and collaborate with Customer Support to deliver an exceptional customer experience.

What You’ll Do

• Own and manage a portfolio of Mid-Market customers representing approximately $3M ARR.
• Build trusted relationships with customer stakeholders and serve as the primary point of contact for customer success.
• Develop and execute success plans aligned to customer goals and business outcomes.
• Conduct regular business reviews to demonstrate value, drive adoption, and strengthen engagement.
• Monitor customer health, identify risks proactively, and execute retention strategies to minimize churn.
• Drive product adoption and help customers realize measurable value from our solutions.
• Partner with Sales to identify, develop, and support expansion opportunities within existing accounts.
• Collaborate with Customer Support, Product, and other cross-functional teams to resolve issues and improve the customer experience.
• Advocate for customer needs and provide actionable feedback to internal stakeholders.

What We’re Looking For

• 3–5+ years of Customer Success, Account Management, Consulting, or related customer-facing experience in a SaaS environment.
• Experience managing a portfolio of Mid-Market customers and driving retention outcomes.
• Demonstrated ability to build relationships with stakeholders and influence business outcomes.
• Strong analytical, communication, presentation, and problem-solving skills.
• Experience identifying customer risks and growth opportunities through data and customer engagement.
• Experience using Salesforce and Customer Success platforms such as Vitally, Gainsight, Catalyst, Totango, ChurnZero, or similar tools.