Manager, Mid-Market Customer Success

2 months ago


Little Ferry, United States Swooped Full time

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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