Customer Success Manager – Mid-Market

About the role

We are seeking a Customer Success Manager to join the Mid-Market Customer Success team of a leading experience intelligence platform. In this role you will own a multi‑million‑dollar book of post‑sales customers, guiding them from onboarding through renewal while driving adoption, value realization, and satisfaction.

Key responsibilities

• Develop and maintain trusted advisor relationships with key stakeholders and executive sponsors.
• Lead strategic meetings with executive leadership to align on business objectives, data maturity, and adoption goals.
• Communicate measurable value outcomes and ensure continuous realization of solution benefits.
• Act as the primary internal advocate for customers, coordinating with Implementation, Enablement, Customer Experience, Sales, and Product teams.
• Drive renewal processes, collaborating with Sales to meet gross retention targets and minimize churn.
• Identify upsell opportunities and work with Sales to expand account value.
• Provide guidance on digital CX strategy, product usage, and roadmap updates.

Required profile

• Proven experience managing enterprise or mid‑market customer relationships.
• Strong ability to align executive stakeholders around business goals and outcomes.
• Excellent communication and presentation skills for strategic discussions.
• Track record of driving renewals and reducing churn.
• Collaborative mindset to work cross‑functionally across the customer lifecycle.

Required skills