Mid-Market Customer Success Manager
United StatesFull-TimeManagerSupport / Customer Success
Skills
What You'll Do:
- Effectively manage a book of our mid-market customers (typically ~250-300)
- Ensure a seamless customer experience throughout the entire life cycle – from onboarding through engagement and renewal
- Proactively drive customer adoption and mitigate retention risk
- Confidently navigate procurement, commercial terms, and contract negotiations, leading to on-time renewals that maximize net revenue retention
- Increase customer retention by conducting effective check-ins, kick-off calls, and business reviews
- Accurately forecast renewal revenue for current and future quarters
- Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion
- Lead account planning efforts in collaboration with Sales to define joint customer success strategies
- Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
- Identify opportunities for revenue growth and product expansion in the form of Customer Success Qualified Leads (CSQLs).
- Serve as a trusted advisor by connecting customer’s key business challenges to Articulate's solutions and delivering tailored, value-driven recommendations
- Be the voice of the customer internally to share product feedback and resolve customer challenges
- Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and strategic relationship building
- Own and deliver key customer success initiatives that drive product adoption and retention across your book
- Participate in special projects and responsibilities aligned with strategic priorities
What You Should Have:
- 5+ years experience working in a customer-facing account management, sales or customer success role
- A strong understanding of customer success
- Experience managing a book of 100+ customer accounts
- Proven ability to manage complex renewals, including commercial conversations and negotiation
- A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions
- Experience creating and upleveling strategic relationships with key stakeholders
- Demonstrated ownership of the entire customer lifecycle, including onboarding, expansion, and retention
- Ability to prioritize a large but strategic book
- Excellent critical-thinking skills
- High commercial acumen and strong discovery skills
- Resiliency, adaptability, and experience thriving in a fast-paced environment
- Ability to work independently, with a high sense of self-accountability and as part of a collaborative team
- Excellent verbal, written communication and presentation skills
- 2+ years experience in SaaS
- 2+ years experience using Salesforce
