Senior Manager, Mid-Market CS — Remote Leadership & Growth

Foley; Missouri; Remote; USD 140,000 - 190,000; Full time

Job summary

Foley, a modern SaaS company serving safety-sensitive industries, seeks a Senior Manager, Mid-Market Customer Success. You will lead ~8 CSMs across 800+ mid-market customers, guiding retention, expansion, and revenue metrics in a remote US-based environment.

You will partner with Sales, Product, and Marketing to improve the customer experience, drive proactive outreach, and implement data-driven CS strategies. This role offers growth and a chance to shape a scalable CS function.

Qualifications

• 3+ years leading Customer Success teams (6–10+ CSMs) in a remote setting.
• Proven ability to hire, develop, and retain high-performing teams.
• Experience with pricing conversations during renewals and expansions.
• Cross-functional collaboration with Product, Sales, and Marketing.
• Strong change management during rapid growth and reorganization.
• Experience coaching CSMs via shadowing and role-play.
• Analytical skills to design health scores, CS metrics, and dashboards.
• Hands-on experience bringing automation and AI tools into CS workflows.
• DOT compliance or fleet management exposure 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 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.

Skills

Customer Success leadership

People management

Cross-functional collaboration

Pricing conversations

Data-driven decision making

Planhat

Tools

Planhat

Job description

Foley, a modern SaaS company serving safety-sensitive industries, seeks a Senior Manager, Mid-Market Customer Success. You will lead ~8 CSMs across 800+ mid-market customers, guiding retention, expansion, and revenue metrics in a remote US-based environment.

You will partner with Sales, Product, and Marketing to improve the customer experience, drive proactive outreach, and implement data-driven CS strategies. This role offers growth and a chance to shape a scalable CS function.