Customer Success Manager, Mid-Market

Job Description

Imagine yourself…  

· Doing meaningful work that makes an everyday impact on the world around you. 

· Thriving in a supportive team environment that inspires you to strive for excellence. 

·  Joining a company with a proven track record of success and an exciting future

It’s all possible with a role at Esko. Esko, a Veralto company, is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Our integrated platform and comprehensive tools empower retailers, pre-media and trade shops, manufacturers, and converters to manage best-in-class packaging design and print processes. 

Innovation in the is built into the DNA of our business: every day, we challenge ourselves to be better by seeking out new ways to elevate our products, our processes, and our people. 

We also know that innovation and ingenuity starts with prioritizing a diverse workforce and a deeply inclusive workplace. We encourage people from all backgrounds to apply to our positions.  

Reporting to the Manager, Customer Success, the Customer Success Manager, Mid-Market is responsible for for overseeing and managing a portfolio of Esko mid-market customers. You will act as their strategic partner – helping them leverage Esko solutions to achieve their business objectives and maximize their return on their Esko software investment.  You will guide them through relationship-driven engagements—from onboarding through to renewal and expansion—ensuring they achieve desired outcomes and realize value through Esko’s products and solutions. 

At the operational level, you will work closely with customers to align on goals, track progress, drive adoption and expansion while proactively identifying and mitigating risks to success and retention. To succeed in this role, you must be energetic, passionate, and empathetic, willing to collaborate cross-functionally to meet customer needs.  You will have a strong desire to make a meaningful impact on the success of our customers. This position is key to driving customer satisfaction, retention, and growth while serving as both a trusted advisor and an internal customer advocate. 

Location: Remote (US). 

In this role, a typical day will look like: 

• Build and maintain strong relationships with a portfolio of mid-market customers, orchestrating the post-sale journey from onboarding through adoption, value realization, renewal, expansion, and advocacy—ensuring long-term success and measurable impact. 

• Serve as the main point of contact for customer inquiries, strategic guidance, best practices and Esko announcements, while building strong, trust-based relationships that make customers feel valued, confident, loyal, and engaged. 

• Monitor account health and engagement to proactively identify risks, uncover growth opportunities, and drive product adoption and value—leveraging key metrics such as CES, NPS, NRR and product usage data. 

• Drive successful renewals by delivering continuous value, mitigating risks early, and aligning closely with Sales on renewal strategy and execution. 

• Identify and pursue expansion opportunities by aligning product capabilities with customer needs, and partnering with Sales and Marketing to grow account value through upsells and cross-sells. 

• Leverage Customer Success tools, playbooks, and task management to stay organized, prioritize effectively, and take timely action on customer activities.