Senior Manager, Remote Mid‑Market CS — Growth & Retention

Foley; South Carolina; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid time off

Wellness programs

Employee assistance program

Job summary

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing team of Customer Success Managers serving 800+ mid-market customers representing ~$16MM in revenue. You will drive retention, expansion, and strategy across cross-functional partners while working in a primarily remote US environment with occasional visits to offices.

You will shape workflows, implement agentic outreach, and leverage Planhat to monitor health, identify opportunities, and guide decisions.

Qualifications

• 3+ years in Customer Success leadership leading teams of 6–10+ CSMs.
• Strong people management with hiring and building high-performing teams.
• Confident handling pricing conversations with customers, including renewals and expansions.
• Experience cross-functionally with Product, Sales, and Marketing.
• Proven record of building engagement and accountability on a fully remote team.
• Experience leading teams through rapid growth and reorganization with change management skills.
• Comfortable joining and leading customer calls, coaching CSMs through shadowing/role-playing.
• Strong analytical skills: designing customer health scores, CS metrics, dashboards.
• Expertise in CS platforms; hands-on with automation and AI tools in CS workflows.
• Experience in DOT compliance or fleet management environment 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 CX and business outcomes.
• Collaborate in a fully remote environment, building strong relationships and clear communication across teams.
• Provide leadership on special projects, operational improvements, and strategic initiatives to scale CS.
• 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/refine Planhat workflows, including agentic workflows and proactive customer outreach as CS scales.

Skills

Customer Success leadership

People management

Pricing conversations

Cross-functional collaboration

Remote team leadership

Change management

Coaching CSMs

Customer analytics & dashboards

Automation/AI in CS

DOT compliance / fleet domain (plus)

Tools

Planhat

Job description

Foley is seeking a Senior Manager, Mid-Market Customer Success to lead a growing team of Customer Success Managers serving 800+ mid-market customers representing ~$16MM in revenue. You will drive retention, expansion, and strategy across cross-functional partners while working in a primarily remote US environment with occasional visits to offices.

You will shape workflows, implement agentic outreach, and leverage Planhat to monitor health, identify opportunities, and guide decisions.