Mid-Market Customer Success Manager

Foley•Boston, MA

12d•Remote

About The Position

The Customer Success Manager serves as a strategic advisor and advocate for a portfolio of Foley’s largest mid-market customers. The role drives adoption, supports renewals, identifies expansion opportunities, and delivers measurable outcomes aligned with customer business goals. As a member of the Customer Success team, the CSM also contributes to special projects and cross-functional initiatives that improve the customer experience and help scale Foley’s success organization. This role is primarily remote within the United States, with occasional visits to Foley offices for team collaboration, training, or company events. It may be based remotely in Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, or Wisconsin.

Requirements

At least 3 years of Customer Success experience in a SaaS environment, preferably with mid-market customers.
A strong track record of driving retention, reducing churn, and achieving NRR targets.
Ability to build trusted, strategic relationships with senior stakeholders.
Excellent verbal and written communication, presentation, and negotiation skills.
Strong cross-departmental collaboration and communication skills in a fully remote environment.
Strong analytical and decision-making skills.
Comfort and curiosity using agentic workflows and AI tools to work more efficiently with customers.

Nice To Haves

Experience in a compliance, regulated-industry, or vertical SaaS environment is strongly preferred.

Responsibilities

Manage a portfolio of mid-market accounts, building trusted relationships with decision-makers and stakeholders.
Drive adoption of Foley.io solutions and help customers achieve measurable ROI and business outcomes.
Monitor account health, identify risks, and develop action plans to mitigate churn.
Partner with Sales to identify and execute expansion opportunities.
Collaborate with Product, Marketing, and other internal teams to share customer feedback and influence roadmap priorities.
Collaborate across departments in a fully remote environment, building strong working relationships and communicating clearly.
Lead executive business reviews and strategic account planning for high-value customers.
Contribute to special projects and initiatives that improve processes, tooling, and the customer experience.
Use Planhat to manage account health, track success metrics, and leverage agentic workflows for proactive customer outreach.