Head of Mid-Market Customer Success

Foley; Indiana; Remote; USD 120,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off and holidays

Wellness programs

Employee assistance program

Job summary

Foley is hiring a Senior Manager, Mid-Market Customer Success to lead a growing remote team responsible for retaining customers, expanding revenue, and optimizing NRR/GRR. You will shape how the CS function operates, scale workflows, and drive proactive outreach across 800+ mid-market accounts.

Responsibilities include managing ~8 CSMs, driving retention strategies, collaborating with Sales/Product/Marketing, and leveraging Planhat for health metrics and dashboards.

Qualifications

• 3+ years of experience in Customer Success leadership.
• Experience leading 6–10+ CSMs.
• Proven track record of retention and expansion.
• Experience handling pricing conversations.
• Experience cross-functional with Product, Sales, and Marketing.
• Strong change management for rapid growth.

Responsibilities

• Lead and manage ~8 CSMs serving 800+ mid-market customers representing $16M in revenue.
• Recruit, develop, and retain top CS talent.
• Drive adoption, retention, and expansion strategies to achieve NRR and GRR targets.
• Partner cross-functionally with Sales, Product, Marketing to improve customer experience.
• Collaborate interdepartmentally in a fully remote environment with clear communication.
• Provide leadership on special projects and scaling the CS function.
• Lead team meetings, performance management, and coaching.
• Utilize Planhat to monitor customer health and guide data-driven decisions.
• Help build workflows within Planhat, including agentic workflows and proactive outreach.

Skills

Team leadership

Remote management

NRR/GRR focus

Cross-functional collaboration

Pricing conversations

Data-driven decisions

Tools

Planhat

Job description

Foley is hiring a Senior Manager, Mid-Market Customer Success to lead a growing remote team responsible for retaining customers, expanding revenue, and optimizing NRR/GRR. You will shape how the CS function operates, scale workflows, and drive proactive outreach across 800+ mid-market accounts.

Responsibilities include managing ~8 CSMs, driving retention strategies, collaborating with Sales/Product/Marketing, and leveraging Planhat for health metrics and dashboards.