About this role

Lead, coach, and develop a team of 4
5 Customer Success Managers focused on mid‑market and SMB accounts.
Own retention, expansion, and health metrics for the segment; set targets and drive team accountability and results.
Segment accounts and prioritize resources to maximize growth and reduce churn.
Design and scale playbooks for onboarding, adoption, churn prevention, renewals, and upsell tailored to SMB and mid‑market buyer journeys.
Partner with Sales, Product, Customer Support, and Marketing to align on go‑to‑market motions, product feedback, and enablement.
Coach CSMs on delivering compelling business outcomes.

5
7 years in Customer Success roles with at least 3 years managing teams, ideally supporting SMB and mid‑market segments.
Proven success hitting retention and expansion targets in a B2B SaaS environment.
Strong operational mindset: experience building playbooks, KPIs, segmentation strategies, and scalable processes.
Excellent people manager and coach; able to hire, develop, and retain high‑performing CSMs.
Comfortable with data and aligning to customer usage and adoption metrics
Exceptional communication and stakeholder management skills
Comfortable in a fast‑paced environment and adept at prioritizing competing demands.

Head of Customer Success – Mid-Market, SMB

Key skills