Remote Mid-Market Customer Success Leader

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

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