Mid Market Customer Success Manager (CSM)

Employment Type: Full-time

Position Overview

StrongDM is seeking a driven and customer-focused Mid Market Customer Success Manager (CSM) to join our growing team. You will be instrumental in ensuring the success and growth of our mid-market and digital-native customer base. This role involves managing a dynamic portfolio of 50-80 customers, blending personalized onboarding with a tech-enabled, scalable engagement model. We are looking for a mid-level CSM who thrives in a fast-paced environment, excels at problem-solving at scale, and is eager to shape our digital customer success strategy. Your primary responsibilities will include leading onboarding, adoption, and digital-led strategies, while consistently driving customer satisfaction, renewals, and identifying expansion opportunities. Success will be measured by onboarding effectiveness, adoption depth, retention rates, and expansion contributions, as well as your ability to influence outcomes across the mid-market segment.

About StrongDM

StrongDM is on a mission: Secure Access, Zero Trust. We develop products and solutions that embody this commitment, revolutionizing how organizations manage privileged access across their critical infrastructure. By championing Zero Trust Privileged Access Management (PAM), we empower our customers with secure, dynamic, and granular control over their most sensitive resources. Our dedication to security has resulted in an industry-leading 98% customer retention rate, reflecting our goal of turning every customer into a lifelong advocate.

Joining StrongDM means becoming part of a team dedicated to solving today's security challenges with effective technology and trusted customer relationships. Our core values—Embrace the Mission, Pursue Mastery, and Win Together—guide our innovation, interactions, and hiring practices. We believe we are building something great, a sentiment echoed by G2. If this sounds like an environment where you can thrive, we encourage you to read on.

Responsibilities

• Onboard and manage a high-volume portfolio of mid-market and digital-native customers.
• Deliver personalized onboarding experiences for streamlined offerings like “Quick Start” and “Premium Success.”
• Accelerate time-to-value through clearly defined onboarding success criteria and operational excellence.
• Transition customers to a digital-led engagement model post-onboarding using CS platforms (e.g., Catalyst) and marketing tools (e.g., HubSpot).
• Design and deploy automated customer journeys, email campaigns, webinars, and customer roundtables in partnership with cross-functional teams.
• Drive product adoption, reduce churn, and uncover expansion opportunities through data-informed digital campaigns.
• Serve as a strategic advisor for each account through 1:1 touchpoints or digital programs, aligning with their access management goals and business outcomes.
• Provide expert guidance on usage optimization, architectural best practices, and upcoming product capabilities.
• Lead the development of StrongDM’s digital customer success foundation, including tooling evaluation and implementation.
• Partner cross-functionally to develop scalable resources such as short-form training content and workshops.
• Incorporate and experiment with AI tools to scale the efficiency and impact of customer success engagement.
• Proactively monitor customer health and usage data to identify and address risks or opportunities.
• Deploy digital interventions or targeted outreach to improve customer health and mitigate churn.
• Track and report on key customer success metrics, including onboarding success, retention, and customer lifetime value (CLTV).
• Showcase the value and outcomes of digital programs.

Requirements

• Proven experience as a Customer Success Manager, preferably in a mid-market or high-growth SaaS environment.
• Experience with customer success platforms (e.g., Catalyst) and marketing automation tools (e.g., HubSpot).
• Demonstrated ability to manage a large portfolio of customers and drive engagement at scale.
• Strong understanding of customer success principles, including onboarding, adoption, retention, and expansion.
• Excellent communication, interpersonal, and presentation skills.
• Ability to act as a strategic advisor and build strong relationships with customers.
• Experience in developing and executing digital customer engagement strategies.
• Familiarity with AI tools for enhancing customer success operations is a plus.
• Data-driven approach to monitoring customer health and identifying opportunities.
• Passion for cybersecurity and Zero Trust principles is highly desirable.

Company Information

StrongDM is driven by a clear mission: Secure Access, Zero Trust. We design products and solutions that reflect this commitment, transforming the way organizations manage privileged access across their critical infrastructure. By leading with Zero Trust Privileged Access Management (PAM), we help our customers achieve secure, dynamic, and fine-grained control over access to their most sensitive resources. This focus on security has earned us an industry-leading 98% customer retention rate. Once a customer, forever a fan. That's our goal.

When you work at StrongDM, you join a team committed to solving today’s security challenges with technology that works and customers who trust us to protect their most critical assets. If you ask anyone at StrongDM, you’ll find that our values truly guide everything we do—from how we innovate to how we treat each other. These values are the foundation of our culture and define who we are as a company. We embrace the mission, pursue mastery, and win together. These are the principles we embody as an organization.

Application Instructions

Please submit your resume and a cover letter outlining your relevant experience and why you are a great fit for this role at StrongDM.