Mid-Market CS Leader - Remote Growth & Retention

Foley; North Carolina; Remote; USD 130,000 - 185,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

401(k) with company match

Paid time off & holidays

Wellness programs

Employee assistance program

Job summary

Foley is seeking a Senior Manager of Mid-Market Customer Success to lead a growing remote team responsible for retention, expansion, and driving NRR/GRR. You will shape how the CS function operates, enabling agentic workflows and proactive outreach.

You will manage ~8 CSMs serving 800+ mid-market customers, guiding performance, and partnering with Sales, Product, and Marketing to improve outcomes. Prior leadership and change-management experience are essential.

Qualifications

• 3+ years of Customer Success leadership, including managing teams of 6–10+ CSMs.
• Experience driving retention, reducing churn, and achieving NRR/GRR goals.
• Experience leading cross-functional initiatives with Sales, Product, and Marketing.

Responsibilities

• Lead and manage a team of ~8 CSMs serving 800+ mid-market customers with $16MM in revenue.
• Recruit, develop, and retain top CS talent while building a high-performance culture.
• Drive adoption, retention, and expansion strategies to hit NRR and GRR targets.
• Partner with Sales, Product, Marketing, and others to improve customer outcomes.
• Operate in a fully remote environment with clear communication across teams.
• Lead special projects and operational improvements to scale CS.
• Coach team members and manage performance.
• Utilize Planhat to monitor health and guide data-driven decisions.
• Refine CS workflows and agentic outreach as the function scales.

Skills

Team leadership

NRR/GRR optimization

Cross-functional collaboration

Planhat

Automation & AI in CS

Coaching & performance mgmt

Data-driven decisions

Customer health scoring

Tools

Planhat

Job description

Foley is seeking a Senior Manager of Mid-Market Customer Success to lead a growing remote team responsible for retention, expansion, and driving NRR/GRR. You will shape how the CS function operates, enabling agentic workflows and proactive outreach.

You will manage ~8 CSMs serving 800+ mid-market customers, guiding performance, and partnering with Sales, Product, and Marketing to improve outcomes. Prior leadership and change-management experience are essential.