Manager, Customer Success (Mid-Market)

SAI360

20h•$105,000 - $135,000•Remote

About The Position

The Manager, Customer Success (Mid-Market) is responsible for leading a team of Customer Success Managers who support mid-market customers with higher-volume portfolios. This role is focused on consistent execution, coaching, and operational rigor to ensure customer value delivery and renewal readiness across the mid-market segment. This role reports directly to the VP, Customer Success & Learning Services and operates in parallel with the Senior Manager, Customer Success. The Manager, Mid-Market partners closely with the Senior Manager to ensure alignment on customer success standards, while retaining full ownership of the mid-market team and outcomes. The Manager partners closely with the Senior Manager, Customer Success to align on priorities, escalate risks, and ensure mid-market customers are positioned for long-term success and retention.

Requirements

6+ years of experience in Customer Success, account management, consulting, or a related customer-facing role
3+ years of people management experience leading customer-facing teams
Proven ability to manage scaled customer portfolios while maintaining strong customer relationships
Demonstrated success driving retention and customer outcomes through structured success practices
Strong communication and stakeholder management skills, with the ability to influence without authority
Analytical mindset with comfort using data to drive decisions and improvements
Experience partnering cross-functionally with Sales, Product, and Operations
Familiarity with Salesforce and Customer Success tooling
Operate with integrity and in full compliance with company policies and applicable laws
Model accountability, ownership, and customer-first decision-making
Foster a collaborative, inclusive, and high-performance team culture

Nice To Haves

Experience in Ethics & Compliance, Learning, or related SaaS environments preferred

Responsibilities

Lead, coach, and develop a team of Mid-Market Customer Success Managers, including hiring, onboarding, performance management, and career development
Drive customer value realization and renewal readiness across the mid-market portfolio, ensuring customers achieve intended business outcomes
Ensure strong, consistent execution of the Customer Success playbook, including success planning, engagement cadence, and health management health scoring, and renewal readiness practices
Partner closely with the Senior Manager, Customer Success to align on standards, objectives, and cross-segment priorities
Act as an escalation point for complex or at-risk mid-market accounts
Serve as a voice of the customer internally, synthesizing feedback and trends to influence Product, Services, and operational improvements
Partner with Account Management to support renewals and identify expansion opportunities, maintaining a 90% GRR
Use data and insights to monitor customer health, adoption, and team performance; proactively address risks
Collaborate with CS Operations and Customer Success leadership to improve tooling, processes, and scalability
Reinforce a culture of accountability, ownership, and customer-first decision-making within the team