Mid-Market CS Lead — Remote, Scale & Retention Growth

Foley; Yuma (AZ); Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Paid time off & holidays

Job summary

Foley is seeking a Senior Manager for Mid-Market Customer Success. This fully remote leadership role manages ~8 CSMs serving 800+ mid-market customers representing $16MM in revenue. You will drive adoption, retention, and expansion strategies to maximize NRR and GRR while scaling operations.

Location-based work may require occasional visits to Foley offices. The role emphasizes cross-functional collaboration, data-driven decisions, and proactive customer outreach with Planhat.

Qualifications

• 3+ years in Customer Success leadership with teams of 6–10+ CSMs.
• Strong people management and hiring capability.
• Comfort with pricing conversations during renewals/expansions.
• Experience working cross-functionally with Product, Sales, and Marketing.
• Proven track record of leading a fully remote team.
• Experience scaling teams during rapid growth and reorganization.
• Comfortable leading customer calls and coaching CSMs via shadowing/role-play.
• Strong analytical skills; able to design health scores and dashboards.
• Expertise in customer success platforms; applying automation/AI in workflows.
• Experience in a DOT compliance or fleet management environment is a plus.

Responsibilities

• Recruit, develop, and retain top CS talent while fostering a high-performance culture.
• Drive adoption, retention, and expansion strategies to hit NRR and GRR targets.
• Partner with Sales, Product, Marketing to improve customer outcomes.
• Collaborate in a fully remote environment with cross-functional teams.
• Provide leadership on special projects and operational improvements to scale CS.
• Lead team meetings, performance management, and coaching.
• Utilize Planhat to monitor health, risks, and guide decisions.
• Refine workflows and proactive outreach as CS scales.

Skills

Customer Success leadership

People management

Pricing discussions

Cross-functional collaboration

Remote team leadership

Change management

Coaching & call shadowing

Data-driven decisions

CS platforms & automation

DOT compliance knowledge (nice)

Tools

Planhat

Job description

Foley is seeking a Senior Manager for Mid-Market Customer Success. This fully remote leadership role manages ~8 CSMs serving 800+ mid-market customers representing $16MM in revenue. You will drive adoption, retention, and expansion strategies to maximize NRR and GRR while scaling operations.

Location-based work may require occasional visits to Foley offices. The role emphasizes cross-functional collaboration, data-driven decisions, and proactive customer outreach with Planhat.