Customer Success Manager - Mid Market

Campminder; Boulder (CO); Hybrid; USD 65,000 - 72,000; Full time

Benefits offered by this job

Remote work optional

Comprehensive benefits

401(k) with match

Flexible PTO & wellness allowance

Job summary

Campminder is hiring a Mid-Market Customer Success Manager to own a portfolio of about 125 accounts post-sale and guide renewals with data-driven reviews. You’ll spot risk early, run business reviews, and connect our features to client goals while collaborating across teams.

AI-enabled tools support efficient, insight-driven decisions. You’ll work remotely within the US or from our Boulder office, with flexible hybrid meetings and a focus on work/life balance.

Qualifications

• Ability to transform messy account situations into actionable plans.
• Proven experience running business reviews tied to program goals.
• Strong data reading across a portfolio to identify at-risk accounts.
• Collaborates with product/teams to translate client needs into actions.

Responsibilities

• Own a Mid-Market portfolio of roughly 125 accounts post-sale through renewal.
• Track account health and gather feedback to guide product decisions.
• Spot risk early and apply playbooks to mitigate churn signals.
• Run business reviews and connect Campminder features to client goals each season.
• Represent account needs in cross-functional conversations with data-driven cases.
• Handle account changes: add-ons, new products, churns, and health signals management.
• Share insights with SMB team to inform scalable motions for smaller accounts.
• Support campaigns: product adoption, engagement, sentiment work, and marketing launches.

Skills

Account planning

Business reviews

Data analysis

Cross-functional collaboration

AI tooling

Tools

Success Tool Stack

Job description

Ideal start timeline: September 2026 Role status: Exempt Compensation: Our target hiring range is $65,000-$72,000 plus participation in our Annual Bonus Program with eligibility for $3,000 bonus. Actual compensation will be commensurate with experience and skills.

Campminder’s Flexible Working Location: Our employees have the option to work 100% remotely within the United States or their choice of days at home and at our office in Boulder, Colorado. We host a variety of all-company hybrid meetings and social events. We require anybody working remotely to have a very reliable, high-speed internet connection. We know the best people can choose to work anywhere.

Here’s a few reasons why 100+ of them choose Campminder: With 20+ years experience of serving the industry through its digital transformation, we’re stable, profitable, and have developed a loyal customer base (that continues to grow). We build software for summer camps, an industry that enables meaningful experiences for kids. We work on interesting, ambitious projects that create real value for our clients. We know our team members feel their work has an impact on the organization’s purpose. At the same time, we are genuinely committed to work/life balance. Our team members feel they have the flexibility to take time off when needed and feel supported in making use of flexible working arrangements. We invest in emerging technology and cutting-edge leadership and are proud to take an "AI-Enabled" approach in our solutions. We’ve been listed on Outside Magazine’s 50 Best Places to Work for 8 consecutive years for our values-led culture and employee experience.

This role’s mission & overview:

As a Mid-Market CSM, you’ll own Campminder’s Mid-Market tier: a tier of roughly 400 accounts where you have room to run business reviews that tie Campminder back to what each program is trying to accomplish. You’ll spot risk before it becomes a churn conversation and represent your camps in cross-functional conversations backed by data.

As a Mid-Market CSM on our Customer Success team, you will:

• Own the relationship for a Mid-Market portfolio of roughly 125 accounts, post-sale through every renewal.
• Track account health and gather feedback from camp leaders so internal teams build the right things for them.
• Spot risk before it becomes a churn conversation and execute the playbooks that mitigate sentiment dips, adoption drops, and other churn signals.
• Run business reviews and check-ins with camp leaders and connect Campminder’s features back to the goals that matter to their program.
• Represent account needs in cross-functional conversations and make the case for product or process changes using data.
• Handle account changes as they come up: add-ons, new products, churns, and other system changes related to customer health signals.
• Share mid-market insights with the SMB team so lessons from complex, high-touch accounts inform the scaled motions serving smaller ones.
• Help execute success campaigns: product adoption, engagement, sentiment outreach.
• Support Product Marketing to ensure product launch goals are met for Mid-Market Accounts.

We think a successful candidate will bring:

• You can take a messy account situation and build a plan for it yourself, then loop in your manager to inform them, not to ask permission.
• You can run a business review that ties Campminder’s features back to what a camp is actually trying to accomplish this season, not just a feature tour.
• You know how to prioritize across a portfolio of around 125 accounts, going deep with business reviews where it matters most and staying efficient everywhere else.
• You read data across a portfolio (usage, sentiment, support history) and reliably spot which accounts need attention before a dip turns into a churn conversation.
• You connect what one camp needs to what that might mean for the product or process more broadly, and you can make that case with data.
• You’ve been the person other CSMs ask when they’re stuck on an account.
• You leverage AI and our Success Tool Stack to work smart, and efficiently.

Our Interview Process:

• 30 min - Interview with People & Culture
• 60 min - Interview with Hiring Manager
• 60 min - Panel interview with CSM Team
• 30 min - Interview with Chief Client Experience Officer

A few of the benefits we are proud to offer:

• Robust medical, dental, and vision coverage options with generous employer contributions, plus a $500 employer HSA contribution for HSA-compatible plans
• Ability to choose where you work - remotely, in the office, or a mix!
• A variety of resources to support mental health and emotional well-being
• 12 weeks of 100% paid parental leave for all new parents, including via adoption, surrogacy, and foster care
• 401(k) with 4% company matching
• Trust-Based (flexible) PTO (and yes, we use it!)
• $900/year wellness allowance
• Company-paid subscriptions, training, and support for using AI professionally and personally.

We have a team dedicated to enabling our AI capabilities for our team members and our customers!

• We offer paid parental leave for birthing and non-birthing parents (including for adoption, surrogacy, and foster care placement) and paid loss leave to recover from miscarriage or stillbirth.
• The company's HSA and wellness allowance contributions may be used toward childcare, eldercare, adoption fees, and fertility treatments like IVF, among other expenses.