Manager, Mid-Market Customer Success

Gravyty is redefining engagement in higher education and nonprofits through their AI-powered platform. They are seeking a Manager of Mid-Market Customer Success to lead and develop their Mid-Market Customer Success team, focusing on renewals, retention, and expansion while also managing a portfolio of accounts.

Responsibilities:

• Lead, coach, and develop a high-performing Mid-Market Customer Success team, fostering accountability, commercial ownership, and a culture focused on renewals, retention, and expansion
• Evolve the current SMB framework into a Mid-Market model while helping to design and scale the Tech Touch segment, balancing high-touch engagement with scalable, digital-first strategies
• Track and report on team-wide adoption, engagement, renewal, and churn metrics to ensure overall portfolio health and drive data-informed decision-making
• Refine success plans, playbooks, and workflows to provide consistent, best-in-class guidance and enable the team to deliver measurable customer outcomes
• Directly manage a portfolio of accounts (Mid-Market or Tech Touch), modeling proactive engagement, strategic value delivery, and commercial rigor
• Lead renewals, identify expansion or cross-sell opportunities, and maximize customer lifetime value across assigned accounts
• Conduct high-impact success reviews and strategic check-ins, setting the standard for how the team engages their own portfolios
• Partner with Sales, Product, and Marketing to surface insights, influence roadmap decisions, and resolve complex customer challenges

Requirements:

• 5+ years in B2B SaaS Customer Success or Account Management, with at least 2 years in a leadership or senior-level role
• Deep experience using CS platforms (e.g., Gainsight, ChurnZero) and CRM systems to build automated, data-driven customer journeys
• Comfortable using data insights and segmentation to prioritize interventions and drive product utilization
• Exceptional ability to communicate complex value propositions to diverse audiences, from administrative users to executive donors
• A proactive, collaborative spirit with a bias toward action and a passion for the nonprofit and education sectors