Manager, Customer Success Mid-Market

CompanyCam is a photo documentation and productivity app for contractors across various industries. They are seeking a Sr. Manager, Mid-Market Customer Success to lead a team focused on customer onboarding, retention, and growth, while driving key performance metrics and improving customer experiences.

Responsibilities:

• Lead, coach, and develop a team of Mid-Market Customer Success Managers and Implementation Specialists, setting a high bar for customer outcomes and team performance
• Create a culture of accountability, ownership, and continuous improvement across the customer success organization
• Manage team performance across onboarding, adoption, retention, renewals, and expansion initiatives
• Own team-level KPIs including GRR, NRR, customer health, implementation timelines, and retention metrics
• Partner with team members on account strategy, customer escalations, renewal planning, and risk mitigation efforts
• Improve onboarding workflows and implementation processes to help customers achieve value quickly and consistently
• Use customer data and trends to identify risks, opportunities, and areas for operational improvement
• Collaborate cross-functionally with Sales, Product, Engineering, and leadership to improve the customer experience and influence segment strategy
• Support strategic customer relationships and high-impact accounts when needed
• Assist with hiring, onboarding, and ongoing development of Customer Success team members

Requirements:

• 3–5 years of experience in Customer Success, Account Management, Onboarding, or related customer-facing roles
• 1–2 years of leadership or people management experience, preferably within SaaS or a high-growth technology environment
• Experience managing customer retention, adoption, onboarding, or expansion initiatives
• Strong operational mindset with experience using KPIs and customer metrics to drive decisions and improve outcomes
• Excellent communication and relationship-building skills with customers, executives, and cross-functional stakeholders
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment
• Strong problem-solving skills, customer advocacy, and a proactive approach to improving processes
• Comfortable navigating ambiguity while driving accountability and clarity across teams
• Strong operational mindset with experience managing KPIs, processes, and customer performance metrics
• Experience partnering cross-functionally with Sales, Product, and leadership teams
• A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving
• A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems
• Experience supporting mid-market or commercial customer segments preferred
• Construction, field services, or related industry experience is a plus