Manager, Customer Success (Mid-Market)

SAI360 is a company focused on providing innovative risk management solutions through Governance, Risk, Compliance software and Ethics & Compliance Learning resources. The Manager, Customer Success (Mid-Market) is responsible for leading a team to ensure customer value delivery and renewal readiness for mid-market clients, while collaborating closely with senior management to align on success standards and outcomes.

Responsibilities:

• Lead, coach, and develop a team of Mid-Market Customer Success Managers, including hiring, onboarding, performance management, and career development
• Drive customer value realization and renewal readiness across the mid-market portfolio, ensuring customers achieve intended business outcomes
• Ensure strong, consistent execution of the Customer Success playbook, including success planning, engagement cadence, and health management health scoring, and renewal readiness practices
• Partner closely with the Senior Manager, Customer Success to align on standards, objectives, and cross-segment priorities
• Act as an escalation point for complex or at-risk mid-market accounts
• Serve as a voice of the customer internally, synthesizing feedback and trends to influence Product, Services, and operational improvements
• Partner with Account Management to support renewals and identify expansion opportunities, maintaining a 90% GRR
• Use data and insights to monitor customer health, adoption, and team performance; proactively address risks
• Collaborate with CS Operations and Customer Success leadership to improve tooling, processes, and scalability
• Reinforce a culture of accountability, ownership, and customer-first decision-making within the team

Requirements:

• 6+ years of experience in Customer Success, account management, consulting, or a related customer-facing role
• 3+ years of people management experience leading customer-facing teams
• Proven ability to manage scaled customer portfolios while maintaining strong customer relationships
• Demonstrated success driving retention and customer outcomes through structured success practices
• Strong communication and stakeholder management skills, with the ability to influence without authority
• Analytical mindset with comfort using data to drive decisions and improvements
• Experience partnering cross-functionally with Sales, Product, and Operations
• Familiarity with Salesforce and Customer Success tooling
• Experience in Ethics & Compliance, Learning, or related SaaS environments