Remote Senior Manager, Mid-Market CS Growth & Retention

Foley; Charlotte (NC); Remoto; USD 150.000 - 210.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

401(k) with company match

Paid time off & holidays

Wellness programs

Employee assistance program

Descrizione del lavoro

Foley is seeking a Senior Manager for Mid-Market Customer Success to lead a growing team, drive retention and expansion, and reduce churn. This role focuses on optimizing NRR and GRR while delivering measurable value to customers.

The leader will scale the CS function in a fully remote environment, partnering with Sales, Product, Marketing, and other teams. Experience managing a team of 6–10+ CSMs and driving data-driven decisions is essential.

Competenze

• 3+ years leading teams of 6–10 CSMs.
• Experience driving retention, churn reduction, and expansion.
• Comfort with pricing conversations.
• Experience with cross-functional collaboration.
• Proven remote team leadership.

Mansioni

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

Conoscenze

Team leadership

Customer Success

NRR goals

Cross-functional

Remote team management

Data analysis

Planhat

Automation & AI

Strumenti

Planhat

Descrizione del lavoro

Foley is seeking a Senior Manager for Mid-Market Customer Success to lead a growing team, drive retention and expansion, and reduce churn. This role focuses on optimizing NRR and GRR while delivering measurable value to customers.

The leader will scale the CS function in a fully remote environment, partnering with Sales, Product, Marketing, and other teams. Experience managing a team of 6–10+ CSMs and driving data-driven decisions is essential.