Customer Success Manager - Mid Market

Campminder • Boulder, CO

20h • $65,000 - $72,000 • Hybrid

About The Position

As a Mid-Market CSM, you’ll own Campminder’s Mid-Market tier: a tier of roughly 400 accounts where you have room to run business reviews that tie Campminder back to what each program is trying to accomplish. You’ll spot risk before it becomes a churn conversation and represent your camps in cross-functional conversations backed by data.
As a Mid-Market CSM on our Customer Success team, you will:
Own the relationship for a Mid-Market portfolio of roughly 125 accounts, post-sale through every renewal.
Track account health and gather feedback from camp leaders so internal teams build the right things for them.
Spot risk before it becomes a churn conversation and execute the playbooks that mitigate sentiment dips, adoption drops, and other churn signals.
Run business reviews and check-ins with camp leaders and connect Campminder’s features back to the goals that matter to their program.
Represent account needs in cross-functional conversations and make the case for product or process changes using data.
Handle account changes as they come up: add-ons, new products, churns, and other system changes related to customer health signals.
Share mid-market insights with the SMB team so lessons from complex, high-touch accounts inform the scaled motions serving smaller ones.
Help execute success campaigns: product adoption, engagement, sentiment outreach.
Support Product Marketing to ensure product launch goals are met for Mid-Market Accounts.

Requirements

• You can take a messy account situation and build a plan for it yourself, then loop in your manager to inform them, not to ask permission.
• You can run a business review that ties Campminder’s features back to what a camp is actually trying to accomplish this season, not just a feature tour.
• You know how to prioritize across a portfolio of around 125 accounts, going deep with business reviews where it matters most and staying efficient everywhere else.
• You read data across a portfolio (usage, sentiment, support history) and reliably spot which accounts need attention before a dip turns into a churn conversation.
• You connect what one camp needs to what that might mean for the product or process more broadly, and you can make that case with data.
• You’ve been the person other CSMs ask when they’re stuck on an account.
• You leverage AI and our Success Tool Stack to work smart, and efficiently.

Responsibilities

• Own the relationship for a Mid-Market portfolio of roughly 125 accounts, post-sale through every renewal.
• Track account health and gather feedback from camp leaders so internal teams build the right things for them.
• Spot risk before it becomes a churn conversation and execute the playbooks that mitigate sentiment dips, adoption drops, and other churn signals.
• Run business reviews and check-ins with camp leaders and connect Campminder’s features back to the goals that matter to their program.
• Represent account needs in cross-functional conversations and make the case for product or process changes using data.
• Handle account changes as they come up: add-ons, new products, churns, and other system changes related to customer health signals.
• Share mid-market insights with the SMB team so lessons from complex, high-touch accounts inform the scaled motions serving smaller ones.
• Help execute success campaigns: product adoption, engagement, sentiment outreach.
• Support Product Marketing to ensure product launch goals are met for Mid-Market Accounts.

Benefits

• Robust medical, dental, and vision coverage options with generous employer contributions, plus a $500 employer HSA contribution for HSA-compatible plans
• Ability to choose where you work - remotely, in the office, or a mix!
• A variety of resources to support mental health and emotional well-being
• 12 weeks of 100% paid parental leave for all new parents, including via adoption, surrogacy, and foster care
• 401(k) with 4% company matching
• Trust-Based (flexible) PTO (and yes, we use it!)
• $900/year wellness allowance
• Company-paid subscriptions, training, and support for using AI professionally and personally. We have a team dedicated to enabling our AI capabilities for our team members and our customers!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed