Own a book predominantly comprised of mid-market customers.
Run structured onboarding and ongoing success plans to drive adoption and outcomes.
Manage inbound customer requests and issues. Triage quickly and coordinate resolution with internal teams.
Proactively engage customers to prevent issues, improve product usage, and reduce churn risk.
Build and maintain relationships with key customer stakeholders.
Drive renewals for customers in your book, including risk identification, save plans, and renewal execution.
Identify and support expansion opportunities in partnership with Sales.
Act as a customer advocate internally. Share clear context and feedback with Product and Operations partners.
Maintain excellent data hygiene across Seso systems, including accurate notes, health signals, and next steps.
Proactively monitor customer health metrics and implement retention strategies.
Serve as an escalation point for complex customer issues. Lead cross-functional action plans to resolution.
Model strong judgment, customer-first communication, and solution-oriented problem solving.
Informally mentor other CSMs by sharing best practices and helping unblock tricky situations.

At least 2 years experience in Customer Success, Account Management, or a similar customer-facing role managing a portfolio of customers
Demonstrated renewal and retention ownership in a recurring revenue environment.
Strong written and verbal communication, including leading customer calls and managing expectations.
Strong operational and technical aptitude. Able to learn software quickly and troubleshoot basics.
Comfort using data to prioritize work and assess customer health.
Proficient in both English and Spanish.
Ability to travel up to 15% of the time

Mid Market Customer Success Manager

Key skills