Senior Manager, Mid-Market CS - Remote Growth & Retention

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

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