Senior Manager, Mid-Market Customer Success — Remote Growth Leader

Foley; Pennsylvania; A distancia; USD 150.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision coverage

401(k) with company match

Paid time off and holidays

Wellness programs

Employee assistance program

Descripción de la vacante

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing team of about 8 CSMs serving 800+ mid-market customers, overseeing $16MM in revenue. You will drive adoption, retention, and expansion strategies, reduce churn, and maximize net and gross revenue retention while aligning cross-functional efforts.

This role is fully remote within the United States, with occasional travel to offices for collaboration and training.

Formación

• 3+ years leading customer success teams of 6–10+ CSMs.
• Strong people management and hiring experience.
• Experience handling pricing discussions with renewals and expansions.
• Cross-functional collaboration with Product, Sales, and Marketing.
• Proven track record of leading fully remote teams.
• Experience scaling teams during rapid growth and reorganizations.
• Comfort joining calls and coaching through shadowing and role-playing.
• Strong analytical skills for CS metrics and dashboards.
• Hands-on automation and AI tools in CS workflows.
• Experience in DOT compliance or fleet management is a plus.

Responsabilidades

• Recruit, develop, and retain top CS talent while building a high-performance culture.
• Drive adoption, retention, and expansion strategies to hit NRR/GRR targets.
• Partner with Sales, Product, Marketing to improve customer outcomes.
• Collaborate fully remote with clear communication across teams.
• Lead special projects, operational improvements, and strategic initiatives.
• Lead team meetings, performance management, and coaching.
• Use Planhat to monitor health, identify risks/opportunities, and guide decisions.
• Refine workflows in Planhat including agentic outreach as CS scales.

Conocimientos

Customer Success leadership

People management

Pricing conversations

Cross-functional collaboration

Remote team leadership

Change management

Coaching & training

Data-driven decisions

CS platforms

Automation & AI

DOT compliance exposure

Herramientas

Planhat

Descripción del empleo

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing team of about 8 CSMs serving 800+ mid-market customers, overseeing $16MM in revenue. You will drive adoption, retention, and expansion strategies, reduce churn, and maximize net and gross revenue retention while aligning cross-functional efforts.

This role is fully remote within the United States, with occasional travel to offices for collaboration and training.