Manager of Mid-Market Customer Success

Remote Jobs; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading eCommerce firm in the United States is seeking a Customer Success Manager to lead a team and drive retention efforts. This role involves developing strategies and utilizing AI tools to enhance customer satisfaction. Candidates should have over 5 years of experience in Customer Success and strong leadership skills. The firm offers competitive compensation and a balanced work culture.

Benefits

Competitive salary and benefits

Generous PTO

401K with matching

Qualifications

• 5+ years of Customer Success or related experience; 1+ year in leadership.
• Proven success in managing teams and delivering on retention targets.
• Strong SaaS or eCommerce background with a data-first approach.

Responsibilities

• Lead a team of Mid-Market Customer Success Managers.
• Develop playbooks and refine customer success processes.
• Utilize AI-driven tools to anticipate churn.

Skills

Customer Success Management

Leadership

Data-Driven Decision Making

Communication

Tools

AI-driven Customer Success Platforms

Job description

Overview

Employer Industry: eCommerce Analytics

Benefits

• Competitive salary and benefits package
• Opportunity for career advancement and growth within a global team
• Generous PTO to encourage work-life balance
• Excellent medical, dental, and vision coverage
• 401K with 3% matching
• Work with a world-class team of talented and passionate individuals

Responsibilities

• Lead, mentor, and grow a team of 5-8 Mid-Market Customer Success Managers, driving accountability for retention and expansion outcomes
• Develop playbooks and refine customer success processes to foster continuous improvement
• Utilize AI-driven tools to anticipate churn and uncover expansion opportunities
• Partner cross-functionally with Product, Sales, and Marketing to advocate for customer needs
• Own the retention forecast for Mid-Market customers, providing transparent reporting on risks and mitigation efforts

Qualifications

• 5+ years of Customer Success, Account Management, or related experience, with at least 1+ years in a leadership or people management role
• Proven success managing a Customer Success team and delivering against retention and growth targets
• Strong background in SaaS, eCommerce, or digital marketing with a data-first approach to decision making
• Excellent leadership, communication, and relationship-building abilities
• Experience using or managing teams that utilize AI-driven Customer Success platforms or automation tools

Preferred Qualifications

• Strategic, data-driven thinker with strong problem-solving skills
• Comfortable operating in a fast-paced, high-growth environment with global teams
• Strong ability to leverage data and AI insights to drive customer outcomes and coaching conversations

#eCommerce #CustomerSuccess #Leadership #DataDriven #CareerOpportunity

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