Senior Manager, Mid‑Market CS - Lead Growth & Retention (Remote)

Foley; Tennessee; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Job summary

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing team of about 8 CSMs serving 800+ mid-market customers, with a $16MM revenue base. The role focuses on retention, expansion, and maximizing net and gross revenue retention while shaping a world-class customer success function.

This remote-enabled leadership position invites a strategic operator to scale workflows, drive proactive outreach, and partner with Sales, Product, and Marketing to improve customer outcomes.

Qualifications

• 3+ years leading Customer Success teams.
• Strong people management and recruitment experience.
• Experience handling pricing discussions with renewals and expansions.
• Cross-functional collaboration with Product, Sales, and Marketing.
• Proven remote team leadership and engagement.
• Experience guiding teams through rapid growth and restructuring.
• Comfortable joining customer calls and coaching CSMs.
• Strong analytical skills with CS metrics and dashboards.
• Experience with CS platforms; implementing automation/AI workflows.
• DOT compliance or fleet management exposure is a plus.

Responsibilities

• Recruit, develop, and retain CS talent while maintaining high performance.
• Drive adoption, retention, and expansion to improve NRR/GRR and reduce churn.
• Partner with Sales, Product, Marketing to improve customer outcomes.
• Collaborate in a fully remote environment with clear cross-team communication.
• Lead special projects and operational improvements to scale CS.
• Manage team meetings, performance reviews, and coaching.
• Monitor health scores in Planhat and guide data-driven decisions.
• Refine workflows and agentic processes as the CS team scales.

Skills

Leadership

People management

Pricing conversations

Cross-functional collaboration

Remote team leadership

Change management

Coaching and performance management

CS analytics and dashboards

CS platforms (Planhat)

Automation/AI in CS workflows

DOT compliance experience

Tools

Planhat

Job description

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing team of about 8 CSMs serving 800+ mid-market customers, with a $16MM revenue base. The role focuses on retention, expansion, and maximizing net and gross revenue retention while shaping a world-class customer success function.

This remote-enabled leadership position invites a strategic operator to scale workflows, drive proactive outreach, and partner with Sales, Product, and Marketing to improve customer outcomes.