Mid-Market Customer Success Manager Job Description Template
Our company is looking for a Mid-Market Customer Success Manager to join our team.
Responsibilities:
- Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews;
- Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn;
- Work closely with your Account Executive counterpart to develop a joint success plan for your customers;
- Work closely with Product and Engineering on identification/tracking of enhancement requests;
- Handle escalations and work across teams to resolve issues;
- Improve upon our existing approaches to customer engagement and account management leveraging our CS platform;
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention;
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements;
- Manage all post-sales activity for Mid-Market customers through strong relationship-building, product knowledge, planning, and execution.
Requirements:
- Strong communication skills;
- 3+ years of experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company;
- High energy, go-getter with fresh ideas who takes the initiative to get things done;
- Bachelor’s degree;
- Be able to think strategically, problem solve, and prioritize tasks and initiatives in a fast-paced environment;
- Data driven mindset with attention to detail is a must.