Mid-Touch Customer Success Manager
About The Position
The Mid-Touch Customer Success Manager manages the success and growth of a portfolio of mid-sized customers at Artlogic and ArtCloud, driving retention, renewals, and expansion revenue. The role guides customers through onboarding and product adoption so they can realize value across artist and artwork inventory management, exhibitions, sales workflows, and their online presence. Customer relationships are maintained through one-to-one guidance, digital programs, automation, targeted outreach, and customer health insights. The CSM acts as a trusted advisor to artists, collectors, gallery owners, directors, and operations teams while balancing customer advocacy with commercial outcomes. The role delivers structured onboarding and training, manages customer lifecycles, owns renewal readiness and execution, and identifies churn, contraction, and expansion opportunities. It also works with leadership and cross-functional teams to develop scalable success programs, lifecycle touchpoints, enablement resources, and reporting frameworks. The position is hybrid and requires onsite work at the New York or Atlanta office at least two days per week. It is a permanent position reporting to the Head of Customer Success.
Requirements
- 2–5 years of experience in Customer Success, Account Management, or a related client-facing role.
- Experience managing a customer portfolio within a structured or scaled engagement model.
- Demonstrated success driving renewals, retention, and expansion revenue.
- Experience delivering onboarding guidance and customer training in one-to-few or one-to-many formats.
- Experience designing or improving lifecycle programs or scaled customer success initiatives.
- Strong prioritization skills and ability to manage a high-volume portfolio effectively.
- Excellent communication, presentation, and organizational skills.
Nice To Haves
- Experience working with art galleries, museums, or creative-industry organizations.
- Experience in a SaaS or subscription-based business.
- Experience supporting website platforms, CMS tools, or digital products.
- Familiarity with CRM and Customer Success platforms.
Responsibilities
- Deliver structured onboarding experiences for mid-touch customers using repeatable frameworks and lifecycle programs.
- Provide targeted training to priority or at-risk accounts when needed.
- Assist with developing Artlogic and ArtCloud websites when needed.
- Identify opportunities to improve onboarding efficiency and reduce time-to-value across the portfolio.
- Manage a portfolio of mid-touch accounts through proactive outreach and programmatic engagement.
- Help customers optimize workflows across products and realize value as their programs and inventory grow.
- Monitor adoption signals and intervene when engagement drops or risks emerge.
- Own renewal readiness and execution for mid-touch accounts.
- Identify and mitigate churn and contraction risks using customer health signals and engagement insights.
- Identify, position, and secure renewal opportunities within the portfolio.
- Work with leadership to design and improve scalable customer success programs for onboarding, adoption, retention, and expansion.
- Develop lifecycle touchpoint strategies, including onboarding journeys, adoption campaigns, and renewal readiness motions.
- Partner with Customer Engagement, Marketing, and Product to create enablement resources and customer communications that improve engagement at scale.
- Identify portfolio trends and translate them into repeatable success motions; contribute to segmentation strategy and engagement model improvements.
- Maintain relationships with key stakeholders through structured success touchpoints.
- Deliver business reviews for priority mid-touch accounts where strategic alignment is needed.
- Share best practices that help customers improve operational efficiency and strengthen their online presence.
- Partner with Sales, Services, Support, Product, and Marketing to deliver a consistent customer experience.
- Provide structured customer insights to inform product improvements and lifecycle strategy.
- Track customer health, adoption, expansion opportunities, and churn risk; monitor adoption trends and surface risks and opportunities to leadership.
- Help improve reporting frameworks that support scaled customer success delivery.
Benefits
- Company profit sharing scheme.
- 25 days annual leave plus 10 public holiday days.
- Long service entitlement.
- Flexible working.
- Premier private health insurance, including dental, optical, and EAP.
- Childcare nursery benefit scheme.
- Cycle to work scheme.
- Tech buying scheme.
- Free eye test.
- Company pension scheme.
- Continued professional development, including access to courses and training programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
