Remote Senior Manager, Customer Success (Mid‑Market)

Foley; Rhode Island; Remote; USD 120,000 - 180,000; 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 Senior Manager, Mid-Market Customer Success to lead a growing remote team responsible for retention, expansion, and maximizing net revenue retention across 800+ mid-market customers.

You will recruit and develop talent, set performance standards, and partner with Sales, Product, and Marketing to improve the customer experience. Occasional office visits may be required as needed.

Qualifications

• 3+ years in CS leadership overseeing 6–10+ CS managers.
• Proven track record of driving retention and reducing churn with NRR/GRR.
• Experience pricing conversations during renewals and expansions.
• Experience cross-functionally with Product, Sales, and Marketing.

Responsibilities

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

Skills

Team leadership

Retention & expansion

Cross-functional collaboration

Pricing conversations

Data analytics

Planhat

Automation & AI in CS

Remote team management

Change management

Regulated industries

Tools

Planhat

Job description

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing remote team responsible for retention, expansion, and maximizing net revenue retention across 800+ mid-market customers.

You will recruit and develop talent, set performance standards, and partner with Sales, Product, and Marketing to improve the customer experience. Occasional office visits may be required as needed.