Key skills
Customer SuccessAccount ManagementB2B SaaSRenewals ManagementRetention StrategiesExpansion Opportunity IdentificationData-driven Account ManagementCustomer Success PlatformsWarehouse OperationsLogisticsManufacturingIndustrial EnvironmentsRelationship-buildingAISaaSSalesforceMentoringSales
About this role
Voxel is a company focused on transforming workplace safety and operational efficiency through AI-driven technology. As a Mid-Market Customer Success Manager, you will manage the post-sale lifecycle for mid-market accounts, ensuring customer satisfaction and driving platform adoption.
Responsibilities:
- Own end-to-end customer relationships across a portfolio of mid-market accounts, serving as the primary point of contact post-sale
- Drive successful onboarding and time-to-value for new customers, coordinating closely with Solutions Engineering and CS Associates
- Develop and execute account plans that drive platform adoption, engagement, and measurable safety and operational outcomes
- Lead regular business reviews with customer stakeholders, communicating ROI and aligning on goals and roadmap
- Proactively monitor account health and intervene early on churn risk, escalating to internal teams as needed
- Identify and qualify expansion opportunities within your portfolio, partnering with Sales to drive upsell and cross-sell motions
- Serve as the voice of the customer internally, sharing feedback with Product, Engineering, and Support to improve the platform experience
- Partner with and provide direction to Customer Success Associates supporting your accounts
Requirements:
- 3-6 years of experience in customer success, account management, or a related client-facing role, ideally in B2B SaaS
- Demonstrated track record of owning renewals, driving retention, and identifying expansion opportunities
- Strong relationship-building skills with the ability to engage stakeholders across operational and management levels
- Data-driven approach to account management, comfortable using health metrics, usage data, and business outcomes to guide decisions
- Highly organized, self-directed, and able to manage a high-volume book of business effectively
- Experience in a high-growth or early-stage SaaS environment
- Familiarity with customer success platforms (Gainsight, ChurnZero, Salesforce, etc.)
- Background in or exposure to warehouse, logistics, manufacturing, or industrial environments
- Experience managing or mentoring junior CS team members