Senior Manager, Customer Success
About The Position
The Senior Manager, Mid-Market Customer Success will lead a growing Customer Success team focused on customer retention, expansion, churn reduction, and maximizing net and gross revenue retention. The role will shape and scale Foley’s customer success function, helping deliver measurable customer value and enabling agentic workflows and proactive customer outreach. The position manages approximately eight Customer Success Managers serving more than 800 mid-market customers and representing $16 million in revenue. It is primarily remote within the United States, with occasional office visits for collaboration, training, or company events. The role may be based remotely in the listed states: 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, and Wisconsin.
Requirements
- At least 3 years of Customer Success leadership experience, including leading teams of 6–10 or more Customer Success Managers.
- Strong people management skills and experience hiring and building high-performing teams.
- A proven track record of driving retention, reducing churn, and achieving NRR and GRR goals.
- Confidence handling customer pricing conversations, including renewals and expansions.
- Experience working cross-functionally with Product, Sales, and Marketing.
- Strong collaborative communication skills.
- A proven record of building engagement and accountability on a fully remote team.
- Experience leading teams through rapid growth and reorganization, with strong change-management skills.
- Comfort joining and leading customer calls and coaching CSMs through call shadowing and role-playing.
- Strong analytical skills, including designing customer health scores, defining Customer Success metrics, and building dashboards.
- Expertise with customer success platforms.
- Hands-on experience bringing automation and AI tools into Customer Success workflows.
Nice To Haves
- Experience with Planhat.
- Experience in compliance, a regulated industry, or vertical SaaS is strongly preferred.
- Experience in a DOT compliance or fleet management environment.
Responsibilities
- Lead and manage a team of approximately eight Customer Success Managers serving 800+ mid-market customers and representing $16 million in revenue.
- Recruit, develop, and retain Customer Success talent while fostering a high-performance culture.
- Drive adoption, retention, and expansion strategies to achieve NRR, GRR, and churn-retention targets.
- Partner with Sales, Product, Marketing, and other teams to improve customer experience and deliver business outcomes.
- Build strong working relationships and clear communication across teams in a fully remote environment.
- Lead special projects, operational improvements, and strategic initiatives to scale the Customer Success function.
- Lead team meetings, performance management, and coaching to promote accountability and results.
- Use Planhat to monitor customer health, identify risks and opportunities, and guide data-driven decisions.
- Build and refine Planhat workflows, including agentic workflows and proactive customer outreach.
- Join customer calls and coach Customer Success Managers through call shadowing and role-playing.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- 401(k) with company match
- Paid time off
- Paid holidays
- Wellness programs
- Employee assistance program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
