Senior Manager, Customer Success

Foley; Elm (PA); Remote; USD 140,000 - 210,000; 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 of Mid-Market Customer Success to lead a growing team of CSMs, driving retention and expansion across 800+ mid-market customers representing $16MM in revenue. The role emphasizes proactive customer outreach, data-driven decisions, and cross-functional collaboration in a fully remote environment.

The successful candidate will shape the CS function, recruit and mentor a team of ~8 CSMs, and partner with Sales, Product, Marketing to achieve NRR and GRR targets

Qualifications

• 3+ years leading Customer Success teams (6–10+ CSMs).
• Experience hiring and building high-performing teams.
• Comfortable discussing pricing with customers during renewals and expansions.
• Experience cross-functionally with Product, Sales, and Marketing.
• Proven ability to engage and hold a fully remote team accountable.
• Experience guiding rapid growth and organizational change.
• Willingness to join and lead customer calls, coaching CSMs via shadowing/role-play.
• Strong analytical skills: CS metrics, health scores, dashboards.
• Expertise in CS platforms; hands-on automation and AI in CS workflows.
• DOT compliance or fleet management experience is a plus.

Responsibilities

• 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 targets.
• Partner cross-functionally with Sales, Product, Marketing to improve customer experience.
• Collaborate interdepartmentally in a fully remote environment, building strong relationships and clear communication.
• Provide leadership on special projects, operational improvements, and strategic initiatives to scale CS.
• Lead team meetings, performance management, and coaching for accountability.
• Utilize Planhat to monitor customer health, identify risks/opportunities, and guide data-driven decisions.
• Help build and refine Planhat workflows, including agentic outreach as CS scales.

Job description

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. Lead and manage a team of ~8 Customer Success Managers serving 800+ mid-market customers, representing $16MM in revenue.

Responsibilities

• 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.

Qualifications

• 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.
• ~ Confident handling pricing conversations with customers, including during renewals and expansions.
• ~ Experience working cross-functionally with Product, Sales, and Marketing.
• ~ 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; Hands-on experience bringing automation and AI tools into Customer Success workflows.
• ~ 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: 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.

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.

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.

If you require a reasonable accommodation during the application or interview process, please contact us at in this job posting or in future communications should be construed as a contract of employment.

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