Customer Success Manager, Mid-Market

Centralize

About The Position

At Centralize, we're building the GPS for navigating trust in complex deals, the relationship intelligence platform redefining CRM in the AI era. Webflow, Intercom, Brex, Cognition, LangChain, and Cresta use us to close their largest deals. We've grown 5x in the last year and accelerating. We just raised a Series A led by NEA and we're about to bring Centralize to the world: a public launch, self-serve signup, and the start of an enterprise revenue category becoming a household name. You'll join as an early member of the Customer Success team, owning our Mid-Market portfolio: a mix of Tier 2 customers and some Tier 1 accounts, working alongside some of the biggest logos in enterprise sales like Brex, Fin and Langchain. You'll partner closely with our Scale and Enterprise CSMs to make sure customers get the right level of attention as they grow, and you'll work directly with our Customer Success Lead to shape how we onboard, implement, and drive adoption at this tier.

Requirements

5+ years of experience in Customer Success, Implementation, Technical Account Management, or a related customer-facing role, ideally with mid-market accounts
Genuine passion for implementation, you find the process of getting a customer live and adopted energizing, not tedious
Experience onboarding and supporting customers in a B2B SaaS environment
Strong project management skills and comfort managing a growing book of 15 to 30 accounts
Comfortable leading conversations with both end users and executive stakeholders at top-tier logos
Highly organized, proactive, and naturally take ownership
Strong problem-solving skills and ability to operate with limited structure
Excited to work in a fast moving startup environment and help build a function from the ground up
Strong technical curiosity and ability to learn complex workflows quickly
Comfortable with the intensity of an early-stage Series A company, and motivated by building something that doesn't exist yet

Responsibilities

Serve as the primary point of contact for a our top customers owning their outcomes end-to-end
Build and execute success plans focused on implementation and adoption, getting customers live, active, and realizing value quickly
Run customer trainings, onboarding sessions, and executive business reviews
Monitor and prioritize your book using customer health signals, proactively identifying at-risk accounts and escalating appropriately
Drive product adoption, engagement, retention, and expansion opportunities across your portfolio
Own renewals and support expansion conversations in partnership with your Account Executive
Build and maintain onboarding, implementation, and success playbooks mid-market emerging enterprise engagement complexity
Own the support experience for your book, triaging, routing, and quarterbacking resolution in partnership with Engineering
Work cross-functionally with Sales, Engineering, and Leadership to improve the customer experience
Act as the voice of the customer, synthesizing feedback from your portfolio and partnering with Product and Engineering on feature requests and roadmap input
Proactively flag insights, trends, and risks from your book to inform broader business decisions