Remote Senior Manager, Mid-Market Customer Success

Foley; Florida; Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

401(k) with company match

Paid time off & holidays

Wellness programs

Employee assistance program

Job summary

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing team of ~8 CSMs serving 800+ mid-market customers and $16MM in revenue. The role emphasizes retention, expansion, and reducing churn, with a focus on maximizing net revenue retention and gross revenue retention.

The successful candidate will partner with Sales, Product, and Marketing, drive adoption strategies, and build scalable workflows in a fully remote environment, with occasional visits to offices for

Qualifications

• 3+ years of customer success leadership experience, including managing teams of 6–10+ CSMs.
• Strong people management experience and ability to hire/build high-performing teams.
• Comfort handling pricing conversations with customers, including renewals and expansions.
• Experience working cross-functionally with Product, Sales, and Marketing.
• Proven ability to drive engagement and accountability on a fully remote team.
• Experience leading teams through rapid growth and reorganizations with strong change management.
• Comfortable leading customer calls and coaching CSMs through shadowing and role-play.
• Strong analytical skills: customer health scores, CS metrics, dashboards.
• Expertise in CS platforms; hands-on with automation and AI in workflows.
• Experience in DOT compliance or fleet management is a plus.

Responsibilities

• Recruit, develop, and retain top CS talent while fostering a high-performance culture.
• Drive adoption, retention, and expansion strategies to meet NRR, GRR, and churn targets.
• Partner cross-functionally with Sales, Product, Marketing to improve the customer experience.
• Collaborate in a fully remote environment with clear communication across teams.
• Provide leadership on special projects, operational improvements, and strategic CS initiatives.
• Lead team meetings, performance management, and coaching for accountability.
• Utilize Planhat to monitor health, identify risks/opportunities, and guide data-driven decisions.
• Help build/refine Planhat workflows, including agentic workflows and proactive outreach as CS scales.

Skills

Customer Success Leadership

Team Development

Cross-functional Collaboration

Change Management

Coaching & Mentoring

Data Analytics & Dashboards

Customer Health Scoring

Negotiation (Pricing/Renewals)

Remote Team Management

Automation & AI in CS

Tools

Planhat

Job description

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing team of ~8 CSMs serving 800+ mid-market customers and $16MM in revenue. The role emphasizes retention, expansion, and reducing churn, with a focus on maximizing net revenue retention and gross revenue retention.

The successful candidate will partner with Sales, Product, and Marketing, drive adoption strategies, and build scalable workflows in a fully remote environment, with occasional visits to offices for