Senior Manager, Mid‑Market CS — Remote Growth Leader

Foley; Massachusetts; Remote; USD 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

401(k) with company match

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

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

Tools

Planhat

Jobbeschreibung

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