Senior Manager, Customer Success

Foley•Boston, MA

7d•Remote

About The Position

The Senior Manager, Mid-Market Customer Success will lead a growing team responsible for customer retention, expansion opportunities, churn reduction, and maximizing net revenue retention (NRR) and gross revenue retention (GRR). The role supports Foley’s goal of delivering measurable customer value and building a world-class customer success function. The leader will help shape team operations, including 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 includes recruiting, developing, and retaining talent; setting adoption, retention, and expansion strategies; coaching and performance management; and partnering across departments to improve customer experience and business outcomes. The leader will use Planhat to assess customer health and guide decisions, while helping refine platform workflows as the function scales. The role is primarily remote within the United States, with occasional office visits for collaboration, training, or company events. Eligible remote locations are 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 cross-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.
Hands-on experience bringing automation and AI tools into Customer Success workflows.

Nice To Haves

Experience with Planhat; expertise in customer success platforms is expected.
Experience in compliance, a regulated industry, or vertical SaaS is strongly preferred.
Experience in a DOT compliance or fleet management environment is a plus.

Responsibilities

Lead and manage a team of approximately eight Customer Success Managers serving more than 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 CSMs through call shadowing and role-playing.