Strategic Mid-Market CS Manager Remote

Foley-; Boston (MA); Remote; USD 85,000 - 125,000; 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 Customer Success Manager to serve as a strategic advisor for a portfolio of mid-market customers. You will drive adoption, renewals, and expansions, delivering measurable outcomes aligned with customer goals.

In a fully remote setup, you will lead executive business reviews, collaborate with cross-functional teams, and leverage Planhat to track health and success metrics across accounts. This role may require occasional visits to Foley offices in the US.

Qualifications

• 3+ years of Customer Success experience in a SaaS environment, preferably mid-market.
• Strong track record of driving retention, reducing churn, and achieving NRR targets.
• Ability to build trusted, strategic relationships with senior stakeholders.
• Excellent verbal and written communication, presentation, and negotiation skills.
• Strong cross-departmental collaboration in a fully remote environment.
• Analytical and decision-making skills; comfortable with data to guide actions.
• Experience using agentic workflows and AI tools to improve customer interactions.
• Experience in regulated industries or vertical SaaS is a plus.

Responsibilities

• Manage a portfolio of mid-market accounts, building trusted relationships with decision-makers and stakeholders.
• Drive adoption of Foley.io solutions, ensuring customers achieve measurable ROI and business outcomes.
• Proactively monitor account health, identify risks, and develop action plans to mitigate churn.
• Partner with Sales to identify and execute on expansion opportunities.
• Collaborate with Product, Marketing, and other teams to feed customer feedback into roadmap.
• Lead executive business reviews and strategic account planning for high-value customers.
• Contribute to special projects and initiatives that improve processes, tooling, and customer experience.
• Leverage Planhat to manage account health, track success metrics, and drive proactive outreach.

Skills

SaaS Customer Success

Mid-market focus

Executive relationship management

Renewals & retention

Cross-functional collaboration

Analytical decision making

AI tool familiarity

Plan hat usage

Tools

Planhat

Job description

Foley is seeking a Customer Success Manager to serve as a strategic advisor for a portfolio of mid-market customers. You will drive adoption, renewals, and expansions, delivering measurable outcomes aligned with customer goals.

In a fully remote setup, you will lead executive business reviews, collaborate with cross-functional teams, and leverage Planhat to track health and success metrics across accounts. This role may require occasional visits to Foley offices in the US.