Mid-Market CS Senior Manager - Remote Growth & Retention

Foley; Oregon; Hybrid; USD 140,000 - 190,000; 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 for Mid-Market Customer Success to lead a growing, remote team serving 800+ mid-market customers with $16MM in revenue. You will drive retention, expansion, and NRR/GRR goals while shaping scalable CS workflows and agentic outreach.

The role emphasizes cross-functional collaboration across Sales, Product, Marketing, and Operations. Ideal candidates bring 3+ years leading CS teams, strong people management, and a track record of managing churn and health metrics.

Qualifications

• 3+ years of experience in Customer Success leadership, including leading teams of 6-10+ CSMs.
• Strong people management skills with experience hiring and building high-performing teams.
• Proven track record of driving retention, reducing churn, and achieving NRR and GRR goals.
• Experience working cross-functionally with Product, Sales, and Marketing.
• Experience leading teams through rapid growth and reorganization, with strong change management skills.
• Comfortable joining and leading customer calls, and coaching CSMs through call shadowing and role-playing.
• Strong analytical skills, including designing customer health scores, defining CS metrics, and building dashboards.
• Hands-on experience bringing automation and AI tools into CS workflows.
• Experience in compliance, regulated-industry, or vertical SaaS is strongly preferred.
• Experience in a DOT compliance or fleet management environment is a plus.

Responsibilities

• Lead and manage a team of ~8 Customer Success Managers serving 800+ mid-market customers, representing $16MM in revenue.
• Recruit, develop, and retain top CS talent while fostering a high-performance culture.
• Drive adoption, retention, and expansion strategies to achieve NRR, GRR, and churn retention targets.
• Partner cross-functionally with Sales, Product, Marketing, and other teams to improve the customer experience and deliver business outcomes.
• Collaborate interdepartmentally in a fully remote environment, building strong working relationships and clear communication across teams.
• Provide leadership on special projects, operational improvements, and strategic initiatives to scale the CS function.
• Lead team meetings, performance management, and coaching to ensure accountability and results.
• Utilize Planhat to monitor customer health, identify risks/opportunities, and guide data-driven decisions.
• Help build and refine workflows within Planhat, including agentic workflows and proactive customer outreach, as the CS function scales.

Skills

People management

Retention optimization

Cross-functional collaboration

Pricing conversations

Remote team leadership

Analytical thinking

Dashboards & metrics

Tools

Planhat

Job description

Foley is seeking a Senior Manager for Mid-Market Customer Success to lead a growing, remote team serving 800+ mid-market customers with $16MM in revenue. You will drive retention, expansion, and NRR/GRR goals while shaping scalable CS workflows and agentic outreach.

The role emphasizes cross-functional collaboration across Sales, Product, Marketing, and Operations. Ideal candidates bring 3+ years leading CS teams, strong people management, and a track record of managing churn and health metrics.