Strategic Mid-Market CSM | Drive Adoption & Growth (Remote)

Foley; Oregon; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Foley is seeking a Customer Success Manager to serve as a strategic advisor for Foley's largest mid-market customers. You will drive adoption, secure renewals, identify expansion opportunities, and deliver outcomes aligned with customer goals.

You will lead executive reviews and collaborate across teams in a fully remote environment, leveraging Planhat to monitor health and drive proactive outreach. With 3+ years in SaaS Customer Success, you will build trusted relationships with senior

Qualifications

• 3+ years of Customer Success experience in a SaaS environment, preferably with mid-market customers.
• Proven track record of retention and achieving NRR targets.
• Ability to build trusted relationships with senior stakeholders.
• Excellent verbal and written communication, presentation, and negotiation skills.
• Strong cross-departmental collaboration in a fully remote environment.
• Strong analytical and decision-making skills.
• Comfort using agentic workflows and AI tools to work more efficiently with customers.
• Experience in a compliance or regulated-industry SaaS environment is preferred.

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 closely with Product, Marketing, and other internal teams to deliver customer feedback and influence roadmap priorities.
• Collaborate cross-departmentally in a fully remote environment, building strong working relationships and clear communication across teams.
• 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 use agentic workflows to drive proactive customer outreach.

Skills

Customer success

Retention & churn reduction

Executive relationships

Communication skills

Cross-functional collaboration

Analytical thinking

AI tools familiarity

Regulated industry experience

Tools

Planhat

Job description

Foley is seeking a Customer Success Manager to serve as a strategic advisor for Foley's largest mid-market customers. You will drive adoption, secure renewals, identify expansion opportunities, and deliver outcomes aligned with customer goals.

You will lead executive reviews and collaborate across teams in a fully remote environment, leveraging Planhat to monitor health and drive proactive outreach. With 3+ years in SaaS Customer Success, you will build trusted relationships with senior