Customer Success Manager (Mid-Market / Enterprise)

Terrific; United States; Vor Ort; USD 85.000 - 120.000; Vollzeit

Zusammenfassung

RemoteLeads is seeking a results-focused Customer Success professional to manage a portfolio of mid-market and enterprise customers from onboarding through expansion. You will lead onboarding efforts, drive fast time-to-value, and guide customers toward best practices to boost product adoption and engagement.

Responsibilities include monitoring health, reducing churn, discovering expansion opportunities, and collaborating with Sales and Product to deliver customer-centric improvements.

Qualifikationen

• 2+ years in Customer Success, Account Management, or similar role.
• Experience with SaaS products and customer lifecycles.
• Experience onboarding and supporting mid-market or enterprise customers.
• Strong ability to manage relationships and drive outcomes.
• High ownership and a proactive mindset.
• Experience in eCommerce, media, or digital platforms (nice to have).
• Experience in fast-paced or early-stage environments (nice to have).
• Familiarity with HubSpot, Gainsight, Intercom, or similar tools (nice to have).
• Experience working closely with product teams (nice to have).

Aufgaben

• Own a portfolio of mid-market and enterprise customers across the full lifecycle from onboarding through expansion.
• Lead onboarding and drive customers to fast time-to-value and first value.
• Increase product adoption and ongoing engagement by guiding customers toward best practices.
• Monitor account health, identify risks early, and reduce churn through proactive customer management.
• Identify and execute expansion opportunities and partner with Sales on upsells and account growth.
• Act as the voice of the customer internally by providing structured feedback to Product and Engineering.
• Identify patterns across accounts and surface insights to improve onboarding and the product experience.
• Help build customer success playbooks, processes, lifecycle journeys, dashboards, health scoring, and reporting.
• Create repeatable systems and touchpoints that scale retention and expansion efforts.

Kenntnisse

Customer success

Relationship management

Proactive mindset

Ownership

Fast-paced environment

Tools

HubSpot

Gainsight

Intercom

Jobbeschreibung

Description:

• Own a portfolio of mid-market and enterprise customers across the full customer lifecycle from onboarding through expansion.


• Lead onboarding and drive customers to fast time-to-value and first value.


• Increase product adoption and ongoing engagement by guiding customers toward best practices.


• Monitor account health, identify risks early, and reduce churn through proactive customer management.


• Identify and execute expansion opportunities and partner with Sales on upsells and account growth.


• Act as the voice of the customer internally by providing structured feedback to Product and Engineering.


• Identify patterns across accounts and surface insights to improve onboarding and the product experience.


• Help build customer success playbooks, processes, lifecycle journeys, dashboards, health scoring, and reporting.


• Create repeatable systems and touchpoints that scale retention and expansion efforts.

Requirements:

• 2+ years of experience in Customer Success, Account Management, or a similar role.


• Experience working with SaaS products and customer lifecycles.


• Experience onboarding and supporting mid-market or enterprise customers.


• Strong ability to manage relationships and drive outcomes.


• High ownership and a proactive mindset.


• Experience in eCommerce, media, or digital platforms (nice to have).


• Experience working in fast-paced or early-stage environments (nice to have).


• Familiarity with HubSpot, Gainsight, Intercom, or similar tools (nice to have).


• Experience working closely with product teams (nice to have).