Remote Mid-Market CSM: Growth & Renewals

Foley; Annapolis (MD); Remote; USD 90,000 - 140,000; 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 be a strategic advisor for Foley's largest mid-market customers. You will drive adoption, ensure renewals, identify expansion opportunities, and deliver measurable outcomes that align with customer business goals.

This role is primarily remote (US based) with occasional visits to our offices for collaboration and events. You will lead executive reviews, collaborate with cross-functional teams, and leverage Planhat to monitor health and drive

Qualifications

• 3+ years of Customer Success in SaaS, preferably mid-market.
• Proven retention, low churn, and strong NRR results.
• Ability to build trusted relationships with senior stakeholders.
• Excellent verbal and written communication, presentation, and negotiation skills.
• Strong collaboration across departments in a fully remote environment.
• Analytical and decision-making skills.
• Comfort with using agentic workflows and AI tools to work efficiently with customers.
• Experience in a compliance, regulated-industry, or vertical SaaS environment is preferred.

Responsibilities

• Manage a portfolio of mid-market accounts with key stakeholders.
• Drive adoption of Foley.io solutions and ensure measurable ROI.
• Monitor account health, identify risks, and develop action plans to reduce churn.
• Partner with Sales to identify and execute expansion opportunities.
• Collaborate with Product, Marketing and other teams to collect and relay customer feedback.
• Work cross-departmentally in a fully remote environment with clear communication.
• Lead executive business reviews and strategic account planning for high-value customers.
• Contribute to special projects to improve processes and tooling.
• Leverage Planhat to manage health, track success metrics, and drive proactive outreach.

Skills

Customer Success

SaaS

Relationship building

Communication

Cross-functional collaboration

Analytical thinking

AI tools usage

Regulated industry experience

Tools

Planhat

Agentic workflows

Job description

Foley is seeking a Customer Success Manager to be a strategic advisor for Foley's largest mid-market customers. You will drive adoption, ensure renewals, identify expansion opportunities, and deliver measurable outcomes that align with customer business goals.

This role is primarily remote (US based) with occasional visits to our offices for collaboration and events. You will lead executive reviews, collaborate with cross-functional teams, and leverage Planhat to monitor health and drive