Manager, Mid-Market Customer Success

About Our ClientThe job at a prominent SaaS platform for public relations and communications professionals focuses on empowering organizations to build trust, share their narratives, and showcase the value of earned media. The Public Relations Management (PRM) platform facilitates media relationships, crisis management, and measuring PR's impact.The hiring company, known for its founder-controlled, fully distributed, and sustainable growth, boasts accolades for its exceptional culture and products from prestigious organizations. Key values like resilience, transparency, ownership, & customer devotion underpin the company’s ethos.Role OverviewThe team seeks a strategic and empathetic individual to join as a Manager, Mid-Market Customer Success. Success in this role involves championing customer needs, challenging status quo with innovative solutions, and fostering a collaborative environment for impactful results.Key ResponsibilitiesLeading a team to manage a significant portfolio of customers in both proactive and reactive capacitiesDriving cross-functional initiatives to enhance customer health, revenue growth, and retentionCoaching team members for excellence and continuous developmentSpearheading the crafting of Mid-Market CSM strategies and playbooksCollaborating with internal stakeholders to ensure a seamless customer experienceRequirements3+ years of SaaS customer engagement & renewal experience with 2+ years in people managementProficiency in managing pipeline, forecasting, and reporting in a CRM systemStrong analytical and strategic capabilities to address complex customer concernsPrevious experience working with mid-market accounts to solve business challengesAdept at team management, feedback mechanisms, and performance improvementEnthusiasm for customer health, satisfaction, and long-term relationshipsAbility to collaborate effectively across various teams and functionsInterview ProcessInitial chat with a member of the Talent TeamZoom interview with the hiring managerTake-home assignment (up to 2 hours)Peer interviews with team membersFinal discussions with executive team membersCompensationThe role offers a base salary of $95,000 with an OTE of $125,000+ . Compensation includes base salary, commission, and other benefits as part of a competitive package.Why This Opportunity?Remote work culture with comprehensive support and resources for a productive setupTransparent and competitive compensation structuresEmphasis on health & wellness, family benefits, and personal/professional developmentCommitment to a diverse and inclusive workplace that values individual contributions

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