Improve renewal rates, drive cross-sell revenue, optimize customer health metrics, and participate in forecasting rhythms with clear, data-backed updates on renewal health and expansion opportunities.
Develop and execute strategies to retain and expand the customer base, driving measurable value through proactive engagement and broadened stakeholder relationships.
Oversee the Mid-Market CS function, guiding your team to drive platform adoption through customer training, research education, and methodology coaching.
Manage, mentor, develop, and inspire a team of CSMs — prioritizing workload, monitoring performance, and empowering them to deliver high-impact customer engagements.
Serve as executive sponsor for key accounts, cultivating senior relationships, driving successful executive-level reviews, and gathering strategic feedback.
Hold the team accountable to activity metrics, utilization targets, and Salesforce data hygiene. Manage capacity and portfolio sizing to protect team bandwidth.
Act as the customer voice internally, maintaining tight feedback loops with Product, Sales, Support, and Engineering.
Partner with RevOps, Enablement, and CS Leadership to continuously refine the Mid-Market customer journey and implement scalable playbooks.
Lead your team and customers through change with confidence and empathy, championing AI tool adoption by modeling best practices and coaching CSMs and customers alike.

7+ years in customer success, account management, or consulting within a SaaS organization, with a strong track record of hitting retention targets.
2+ years directly managing CS or account management teams.
Deep expertise in CS metrics (NRR, GRR, account health, etc.), risk mitigation workflows, and activity-based accountability structures.
Experience participating in revenue forecasting and/or cross-functional account planning with Sales and Renewals.
Excellent communication and critical thinking skills, with a data-driven mindset and comfort with tools like Salesforce, Claude Cowork, and Gong.
Highly organized and detail-oriented, with a passion for creative problem-solving.
Bonus: Background in qualitative, UX, or market research is a strong plus

A strong and competitive compensation package with a built-in bonus and equity program.
An incredible and progressive benefits package (for both you and your dependents) to support work/life balance, including flexible PTO, 15 company holidays, 12 weeks of paid parental leave, 401k match, and much more.
An education stipend to support your growth & development, and a remote work stipend.
A company that is open and transparent with our team. You will know what is happening and why it matters.

Director, Mid-Market Customer Success

Key skills