Senior Manager, Customer Success

Foley; Massachusetts; Remoto; USD 120.000 - 180.000; Tempo pieno

Vantaggi offerti da questo lavoro

401(k) with company match

Descrizione del lavoro

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing team of about 8 CSMs serving 800+ mid-market customers and $16MM in revenue. This remote-first role emphasizes proactive outreach and data-driven decisions to drive expansion, retention, and revenue growth.

You will partner with Sales, Product, Marketing, and other functions to scale the CS function, build dashboards, and implement Planhat workflows, while managing performance and coaching in a fully remote

Competenze

• 3+ years leading teams of 6–10+ Customer Success Managers.
• Strong people management and hiring experience.
• Experienced in pricing discussions during renewals/ expansions.
• Experience cross-functionally with Product, Sales, Marketing.
• Proven ability to lead fully remote teams.
• Experience guiding rapid growth and reorganizations.
• Comfort leading customer calls and coaching through shadowing/role-play.
• Strong analytical skills: customer health scores, CS metrics, dashboards.
• Expertise with customer success platforms; automation and AI in workflows.
• DOT compliance or fleet management experience a plus.

Mansioni

• 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

People management

Remote team leadership

Pricing negotiations

Cross-functional collaboration

Change management

Customer health scores

CS metrics dashboards

CS platforms

Automation & AI tools

DOT compliance / fleet

Team coaching

Planhat

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. 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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