Senior Manager, Customer Success

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

The Senior Manager, Mid-Market Customer Success will lead a growing team responsible for ensuring customer retention, driving expansion opportunities, reducing churn, and maximizing net revenue retention (NRR) and gross revenue retention (GRR). This role is central to Foley's mission of delivering measurable value to our customers while building a world-class customer success function. Joining during an exciting period of growth, this leader will have the opportunity to shape how the team operates, including enabling agentic workflows and proactive customer outreach.

What you'll do

• 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.

Who you are

• 3+ years of experience in Customer Success leadership, including leading teams of 6-10+ Customer Success Managers.
• Strong people management skills with experience hiring and building high-performing teams.
• Proven track record of driving retention, reducing churn, and achieving NRR and GRR goals.
• Confident handling pricing conversations with customers, including during renewals and expansions.
• Experience working cross-functionally with Product, Sales, and Marketing.
• Strong cross-collaborative communication skills.
• Proven record of building engagement and accountability on a fully remote team.
• Experience leading teams through rapid growth and reorganization, with strong change management skills.
• Comfortable joining and leading customer calls, and coaching CSMs through call shadowing and role-playing.
• Strong analytical skills, including designing customer health scores, defining CS metrics, and building dashboards.
• Expertise in customer success platforms; experience with Planhat is a plus.
• Hands-on experience bringing automation and AI tools into Customer Success workflows.
• Experience in compliance, regulated-industry, or vertical SaaS is strongly preferred.
• Experience in a DOT compliance or fleet management environment is a plus.

Location

This role is primarily remote (US based), with the expectation of occasional visits to our offices for team collaboration, training, or company events. This role may be based remotely out of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin.

About us

At Foley, we're reimagining how safety-sensitive industries hire, stay compliant, and manage risk. We've evolved into a modern SaaS company with an all-in-one, AI-ready platform that helps transportation, construction, distribution, and utility businesses operate faster, smarter, and safer. As we continue to grow, we're looking for curious, strategic thinkers who thrive in complexity, are motivated by making an impact, and want to join a team that's passionate about building great products and supporting customers. Our core values — Teammateship, Grit, and Innovation — guide everything we do. Whether we're collaborating internally or helping customers, we approach every challenge with optimism, humor, and a shared commitment to success.

Benefits

Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program.

Equal Employment Opportunity

Foley is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other legally protected characteristic.

Reasonable Accommodations

If you require a reasonable accommodation during the application or interview process, please contact us at

Employment Status

Employment with Foley is on an at-will basis. Nothing in this job posting or in future communications should be construed as a contract of employment.

Massachusetts Applicants

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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