![Swooped](https://media.trabajo.org/img/noimg.jpg)
Manager, Mid-Market Customer Success
2 months ago
About Our Client
The job at a prominent SaaS platform for public relations and communications professionals focuses on empowering organizations to build trust, share their narratives, and showcase the value of earned media. The Public Relations Management (PRM) platform facilitates media relationships, crisis management, and measuring PR's impact.
The hiring company, known for its founder-controlled, fully distributed, and sustainable growth, boasts accolades for its exceptional culture and products from prestigious organizations. Key values like resilience, transparency, ownership, & customer devotion underpin the company’s ethos.
Role Overview
The team seeks a strategic and empathetic individual to join as a Manager, Mid-Market Customer Success. Success in this role involves championing customer needs, challenging status quo with innovative solutions, and fostering a collaborative environment for impactful results.
Key Responsibilities
Leading a team to manage a significant portfolio of customers in both proactive and reactive capacities
Driving cross-functional initiatives to enhance customer health, revenue growth, and retention
Coaching team members for excellence and continuous development
Spearheading the crafting of Mid-Market CSM strategies and playbooks
Collaborating with internal stakeholders to ensure a seamless customer experience
Requirements
3+ years of SaaS customer engagement & renewal experience with 2+ years in people management
Proficiency in managing pipeline, forecasting, and reporting in a CRM system
Strong analytical and strategic capabilities to address complex customer concerns
Previous experience working with mid-market accounts to solve business challenges
Adept at team management, feedback mechanisms, and performance improvement
Enthusiasm for customer health, satisfaction, and long-term relationships
Ability to collaborate effectively across various teams and functions
Interview Process
Initial chat with a member of the Talent Team
Zoom interview with the hiring manager
Take-home assignment (up to 2 hours)
Peer interviews with team members
Final discussions with executive team members
Compensation
The role offers a base salary of $95,000 with an OTE of $125,000+ . Compensation includes base salary, commission, and other benefits as part of a competitive package.
Why This Opportunity?
Remote work culture with comprehensive support and resources for a productive setup
Transparent and competitive compensation structures
Emphasis on health & wellness, family benefits, and personal/professional development
Commitment to a diverse and inclusive workplace that values individual contributions
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