Mid-Market Customer Success Manager

Foley provides an AI-ready SaaS platform for safety-sensitive industries. The Mid-Market Customer Success Manager drives adoption, renewals, and expansion across a portfolio of mid-market customers while contributing to initiatives that improve customer experience and scale the success organization.

Responsibilities:

• Manage a portfolio of mid-market accounts, building trusted relationships with decision-makers and stakeholders
• Drive adoption of Foley.io solutions, ensuring customers achieve measurable ROI and business outcomes
• Proactively monitor account health, identify risks, and develop action plans to mitigate churn
• Partner with Sales to identify and execute on expansion opportunities
• Collaborate closely with Product, Marketing, and other internal teams to deliver customer feedback and influence roadmap priorities
• Collaborate cross-departmentally in a fully remote environment, building strong working relationships and clear communication across teams
• Lead executive business reviews and strategic account planning for high-value customers
• Contribute to special projects and initiatives that improve processes, tooling, and customer experience
• Leverage Planhat to manage account health, track success metrics, and use agentic workflows to drive proactive customer outreach

Requirements:

• 3+ years of Customer Success experience in a SaaS environment, preferably with mid-market customers
• Strong track record of driving retention, reducing churn, and achieving NRR targets
• Ability to build trusted, strategic relationships with senior stakeholders
• Excellent verbal and written communication, presentation, and negotiation skills
• Strong cross-departmental collaboration and communication skills in a fully remote environment
• Strong analytical and decision-making skills
• Comfort and curiosity using agentic workflows and AI tools to work more efficiently with customers
• Experience in a compliance, regulated-industry, or vertical SaaS environment is strongly preferred