Customer Success Manager, Mid-Market
About The Position
As a Mid-Market Customer Success Manager at Voxel, you will own the full post-sale lifecycle for a portfolio of mid-market accounts, from onboarding through renewal and expansion. You'll serve as the primary relationship owner for your customers, driving platform adoption, delivering measurable value, and ensuring long-term retention. You'll also work closely with Customer Success Associates who support site-level training and deployment across your book of business. This is a great fit for a driven CSM who thrives on owning outcomes, building strong customer relationships, and operating with a high degree of autonomy.
Requirements
- 3-6 years of experience in customer success, account management, or a related client-facing role, ideally in B2B SaaS.
- Demonstrated track record of owning renewals, driving retention, and identifying expansion opportunities.
- Strong relationship-building skills with the ability to engage stakeholders across operational and management levels.
- Data-driven approach to account management, comfortable using health metrics, usage data, and business outcomes to guide decisions.
- Highly organized, self-directed, and able to manage a high-volume book of business effectively.
Nice To Haves
- Experience in a high-growth or early-stage SaaS environment.
- Familiarity with customer success platforms (Gainsight, ChurnZero, Salesforce, etc.).
- Background in or exposure to warehouse, logistics, manufacturing, or industrial environments.
- Experience managing or mentoring junior CS team members.
Responsibilities
- Own end-to-end customer relationships across a portfolio of mid-market accounts, serving as the primary point of contact post-sale.
- Drive successful onboarding and time-to-value for new customers, coordinating closely with Solutions Engineering and CS Associates.
- Develop and execute account plans that drive platform adoption, engagement, and measurable safety and operational outcomes.
- Lead regular business reviews with customer stakeholders, communicating ROI and aligning on goals and roadmap.
- Proactively monitor account health and intervene early on churn risk, escalating to internal teams as needed.
- Identify and qualify expansion opportunities within your portfolio, partnering with Sales to drive upsell and cross-sell motions.
- Serve as the voice of the customer internally, sharing feedback with Product, Engineering, and Support to improve the platform experience.
- Partner with and provide direction to Customer Success Associates supporting your accounts.
Benefits
- Extensive / generous health, dental, and vision insurance
- Highly competitive paid parental leave and support system
- Ownership in the business through an Equity Incentive Plan
- Generous paid time off and / or flexible work arrangements
- Daily meals in-office, vibrant company events, team-building
- 401K retirement plan, HSA options, pre-tax commuter benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
