Customer Success Manager (Mid-Market)
About The Position
As a member of our Customer Success team, you'll onboard, guide, and support customers as they adopt Swarmia into their daily work. You'll work closely with a small group of experienced Customer Success Managers and partner with Sales and Product to shape how we support fast growing startups and mid market companies in the region. Swarmia is designed to be flexible and opinionated, while still adapting to how different engineering teams work. You'll become a product and domain expert in engineering analytics and developer productivity, helping customers make better decisions about how they build software and run engineering teams. This is a hybrid role based in New York, with regular in-office collaboration. About Swarmia Swarmia is a fast-growing B2B SaaS company that helps some of the best software companies in the world, including Miro, Superhuman, and Bolt, measure and systematically improve developer productivity and experience. We’ve built an international team of talented people who work from our HQ in Helsinki, our office in NYC, as well as remotely from other parts of the US.
Requirements
- You have at least two years of experience in customer success or a similar customer-facing role in B2B SaaS, supporting the onboarding and adoption of technically complex products.
- You're comfortable owning end to end onboarding that typically runs four to eight weeks, and continuing to drive value throughout the customer lifecycle.
- You are comfortable managing a book of dozens mid-market customers, exceeding $1.5MM in total ARR while keeping retention and adoption high.
- You enjoy building relationships with multiple stakeholders, especially engineering and product leadership.
- You have experience working closely with Sales, Product, and Engineering to support customer outcomes.
- You like going deep on the product and domain, and have done so in a previous role.
- You're comfortable working with technically complex products and are naturally curious about how things work under the hood.
Responsibilities
- Own and manage a portfolio of startup and mid market customers
- Lead onboarding and adoption to ensure customers reach value quickly
- Build strong relationships with engineering leaders and product teams
- Proactively monitor customer health and address risks before they escalate
- Run regular check ins focused on outcomes, not just product usage
- Identify expansion opportunities and partner with Sales when accounts grow
- Manage renewals for your book of business
- Collect and synthesize customer feedback to influence product decisions
- Help define scalable customer success processes as the company grows
Benefits
- Annual salary plus meaningful equity
- Comprehensive benefits, including 401(k) matching
- Flexible model of work
- Great work-life balance — we’re a startup, but we don’t work at an unsustainable pace (many of us have kids and other responsibilities beyond work)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
