Mid-Market Customer Success Manager

The Mid-Market Customer Success Manager will manage a book of business, overseeing project kick-offs, reviews, and executive business reviews. They will identify customer goals and partner with clients to achieve success plans, while also collaborating with the Customer Support Team on technical issues. The role involves proactively driving adoption and usage to maximize retention, support expansion, and create advocacy. Responsibilities include developing and iterating on renewal processes and playbooks, leveraging product usage data to assess customer health, identifying expansion opportunities in collaboration with Sales, and sharing best practices internally to influence product evolution. On-site customer visits for executive check-ins are also part of the role.