Senior Manager, Mid-Market Customer Success (Remote)

Foley; California; Remote; USD 180,000 - 240,000; 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, Mid-Market Customer Success to lead a growing team of CS managers. You will drive retention, expansion, and revenue metrics across 800+ mid-market customers representing $16MM in revenue. The role emphasizes remote leadership, cross-functional collaboration, and scalable processes using Planhat.

You will shape workflows, coach the team, and collaborate with Sales, Product, and Marketing to optimize customer outcomes in a fast-growing, all-remote environment.

Qualifications

• 3+ years of experience leading Customer Success teams.
• Strong people management and hiring experience.
• Experience handling pricing conversations during renewals and expansions.
• Experience working cross-functionally with Product, Sales, and Marketing.

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

People management

Remote leadership

Pricing discussions

Cross-functional collaboration

Data-driven decisions

CS platforms (Planhat)

Automation in CS

Change management

Coach and develop

Customer health scoring

Education

Bachelor's degree or equivalent

Tools

Planhat

Job description

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing team of CS managers. You will drive retention, expansion, and revenue metrics across 800+ mid-market customers representing $16MM in revenue. The role emphasizes remote leadership, cross-functional collaboration, and scalable processes using Planhat.

You will shape workflows, coach the team, and collaborate with Sales, Product, and Marketing to optimize customer outcomes in a fast-growing, all-remote environment.