Mid-Market Customer Success Manager

Role Overview

• Be the architect of the Ethena experience for our most complex customers
• Drive Multi-Product Mastery: Act as a strategic consultant for customers utilizing our full suite
• from Training to Hotline and Phishing
• ensuring they aren’t just “happy" but are fully activated and seeing measurable ROI across every tool.
• Build Multi-Level Relationships: Cultivate deep, durable relationships with key stakeholders in People, Legal, and Compliance. You’ll move beyond the "admin" level to become a trusted advisor who understands their unique brand, risks, and organizational culture.
• Leverage AI in the Customer Journey: As our first Mid-Market CSM, you will design the blueprints for how we support multi-product users, creating scalable frameworks that ensure different types of workforces find immediate value.
• Master the "Health Check": Move beyond basic metrics to analyze nuanced adoption data. You’ll proactively identify when a strategic account is underutilizing a specific feature (like Policy Bot) and share a strategy to keep our GDR to above industry benchmarks
• Uncover Expansion Opps: Partner closely with Account Management to identify expansion opportunities. Because you understand the customer's "why," you’ll spot the perfect moment to introduce new capabilities that solve their evolving compliance headaches.
• Close the Feedback Loop: Serve as the bridge between our customers and our Product team to ensure our most successful customers continue to be successful, sharing their insights across the organization.

Requirements

• Proven track record of renewing accounts with multiple products (especially 500
• 5k employees) through smart + strategic relationship building, business reviews, and ruthless project management for renewals
• Skilled at multithreading and uncovering new value in complex orgs
• Organized and disciplined in Salesforce because pipeline hygiene matters
• Builder mentality
• you improve the playbook, not just run it
• Proactive, self-led, and hungry to make an impact
• Aligned with Ethena’s mission, with a passion for learning and growth

Benefits

• unlimited PTO