Mid-Market Customer Success Manager

Foley; Boston (MA); Remote; USD 85,000 - 125,000; 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 seeking a Customer Success Manager to serve as a strategic advisor for a portfolio of mid-market customers. You will drive adoption, renewals, and expansions, delivering measurable outcomes aligned with customer goals.

In a fully remote setup, you will lead executive business reviews, collaborate with cross-functional teams, and leverage Planhat to track health and success metrics across accounts. This role may require occasional visits to Foley offices in the US.

Qualifications

• 3+ years of Customer Success experience in a SaaS environment, preferably mid-market.
• Strong track record of driving retention, reducing churn, and achieving NRR targets.
• Ability to build trusted, strategic relationships with senior stakeholders.
• Excellent verbal and written communication, presentation, and negotiation skills.
• Strong cross-departmental collaboration in a fully remote environment.
• Analytical and decision-making skills; comfortable with data to guide actions.
• Experience using agentic workflows and AI tools to improve customer interactions.
• Experience in regulated industries or vertical SaaS is a plus.

Responsibilities

• Manage a portfolio of mid-market accounts, building trusted relationships with decision-makers and stakeholders.
• Drive adoption of Foley.io solutions, ensuring customers achieve measurable ROI and business outcomes.
• Proactively monitor account health, identify risks, and develop action plans to mitigate churn.
• Partner with Sales to identify and execute on expansion opportunities.
• Collaborate with Product, Marketing, and other teams to feed customer feedback into roadmap.
• Lead executive business reviews and strategic account planning for high-value customers.
• Contribute to special projects and initiatives that improve processes, tooling, and customer experience.
• Leverage Planhat to manage account health, track success metrics, and drive proactive outreach.

Skills

SaaS Customer Success

Mid-market focus

Executive relationship management

Renewals & retention

Cross-functional collaboration

Analytical decision making

AI tool familiarity

Plan hat usage

Tools

Planhat

Job description

The Customer Success Manager is a strategic advisor and advocate for a portfolio of Foley’s largest mid-market customers. This role is responsible for driving adoption, ensuring renewals, identifying expansion opportunities, and delivering measurable outcomes that align with customer business goals. As a member of the CS team, this individual will also contribute to special projects and cross-functional initiatives that improve the customer experience and scale Foley’s success organization.

What you'll do

• Manage a portfolio of mid-market accounts, building trusted relationships with decision-makers and stakeholders.

• Drive adoption of Foley.io solutions, ensuring customers achieve measurable ROI and business outcomes.

• Proactively monitor account health, identify risks, and develop action plans to mitigate churn.

• Partner with Sales to identify and execute on expansion opportunities.

• Collaborate closely with Product, Marketing, and other internal teams to deliver customer feedback and influence roadmap priorities.

• Collaborate cross-departmentally in a fully remote environment, building strong working relationships and clear communication across teams.

• Lead executive business reviews and strategic account planning for high-value customers.

• Contribute to special projects and initiatives that improve processes, tooling, and customer experience.

• Leverage Planhat to manage account health, track success metrics, and use agentic workflows to drive proactive customer outreach.

Who you are

• 3+ years of Customer Success experience in a SaaS environment, preferably with mid-market customers.

• Strong track record of driving retention, reducing churn, and achieving NRR targets.

• Ability to build trusted, strategic relationships with senior stakeholders.

• Excellent verbal and written communication, presentation, and negotiation skills.

• Strong cross-departmental collaboration and communication skills in a fully remote environment.

• Strong analytical and decision-making skills.

• Comfort and curiosity using agentic workflows and AI tools to work more efficiently with customers.

• Experience in a compliance, regulated-industry, or vertical SaaS environment is strongly preferred.

Location: This role is primarily remote (US based), with the expectation of occasional visits to our offices for team collaboration, training, or company events.

This role may be based remotely out of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin

About us

At Foley, we’re reimagining how safety-sensitive industries hire, stay compliant, and manage risk. We’ve evolved into a modern SaaS company with an all-in-one, AI-ready platform that helps transportation, construction, distribution, and utility businesses operate faster, smarter, and safer.

As we continue to grow, we’re looking for curious, strategic thinkers who thrive in complexity, are motivated by making an impact, and want to join a team that’s passionate about building great products and supporting customers. Our core values — Teammateship, Grit, and Innovation — guide everything we do. Whether we’re collaborating internally or helping customers, we approach every challenge with optimism, humor, and a shared commitment to success.

Benefits
Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program.

Equal Employment Opportunity
Foley is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other legally protected characteristic.

Reasonable Accommodations
If you require a reasonable accommodation during the application or interview process, please contact us at [e-mail]

Employment Status
Employment with Foley is on an at-will basis. Nothing in this job posting or in future communications should be construed as a contract of employment.

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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