Mid-Market Customer Success Manager

IllTip; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

IllTip is seeking a remote customer success leader to own a portfolio of mid-market accounts in the United States. You will act as a trusted advisor to finance, operations and project leaders, guiding customers from onboarding through renewal and expansion in a fast-moving startup environment.

You will run strategic business reviews, leverage product adoption data to drive outcomes, and coordinate cross-functional teams to resolve complex escalations while aiming to maximize retention and upsell

Qualifications

• 5+ years in customer success, strategic account management or similar B2B SaaS role.
• Experience owning large mid-market accounts and driving retention/expansion.
• Strong consultative and commercial skills with executive stakeholders.

Responsibilities

• Manage a portfolio of mid-market accounts and build relationships with executive sponsors and key stakeholders.
• Lead onboarding and coordinate multi-stakeholder rollouts through to first live billing.
• Run strategic business reviews linking product adoption to measurable outcomes.
• Own renewal forecasting and retention plans, and drive upsell and cross-sell expansion.
• Gather customer feedback and work with Product on priorities.
• Coordinate cross-functional support to resolve complex customer escalations.

Skills

Relationship building

Executive stakeholder management

Data-driven decisions

Job description

A remote role for a customer success professional who will own a portfolio of mid-market accounts for a construction technology software company in the United States. The job centres on being a trusted advisor to finance, operations and project leaders, guiding customers from onboarding through renewal and expansion. It suits someone who enjoys commercial conversations, thrives in a fast-moving early-stage team, and is comfortable working out problems hands-on without a fixed playbook. Familiarity with construction billing or finance processes is a useful advantage.

Responsibilities

• Manage a portfolio of mid-market accounts and build relationships with executive sponsors and key stakeholders
• Lead onboarding and coordinate multi-stakeholder rollouts through to first live billing
• Run strategic business reviews linking product adoption to measurable outcomes
• Own renewal forecasting and retention plans, and drive upsell and cross-sell expansion
• Gather customer feedback and work with Product on priorities
• Coordinate cross-functional support to resolve complex customer escalations

Requirements

• 5+ years in customer success, strategic account management or similar B2B SaaS role
• Experience owning large mid-market accounts
• Proven record of meeting retention, renewal and expansion targets
• Strong consultative and commercial skills with executive stakeholders
• Comfortable using customer health, usage and revenue data to set priorities
• Thrives in a fast-paced, ambiguous startup environment

Applicants must be based in: United States.