Manager, Customer Success Mid-Market

The Role

At CompanyCam, the Sr. Manager, Mid-Market Customer Success leads a team responsible for delivering exceptional onboarding, adoption, retention, and expansion outcomes for our mid-market customers. This role owns the post-sale customer lifecycle and is accountable for driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), implementation success, and long-term customer growth.

This is a highly visible leadership role for someone who thrives in a fast-paced SaaS environment and enjoys balancing people leadership, operational excellence, and strategic customer engagement. The ideal candidate is both a builder and a coach — capable of scaling processes, developing high-performing teams, and stepping directly into complex customer situations when needed.

Location: This is a remote position. You must live and work permanently in the U.S. to be considered.

What You'll Do

• Lead, coach, and develop a team of Mid-Market Customer Success Managers and Implementation Specialists, setting a high bar for customer outcomes and team performance
• Create a culture of accountability, ownership, and continuous improvement across the customer success organization
• Manage team performance across onboarding, adoption, retention, renewals, and expansion initiatives
• Own team-level KPIs including GRR, NRR, customer health, implementation timelines, and retention metrics
• Partner with team members on account strategy, customer escalations, renewal planning, and risk mitigation efforts
• Improve onboarding workflows and implementation processes to help customers achieve value quickly and consistently
• Use customer data and trends to identify risks, opportunities, and areas for operational improvement
• Collaborate cross-functionally with Sales, Product, Engineering, and leadership to improve the customer experience and influence segment strategy
• Support strategic customer relationships and high-impact accounts when needed
• Assist with hiring, onboarding, and ongoing development of Customer Success team members

The Impact You'll Have

At CompanyCam, your work makes a real impact. Whether you're writing code, supporting customers, or designing experiences, your contributions directly shape the product we deliver and the people we serve. We're building something that helps real people solve real problems—and we believe that kind of work is best done by a team that reflects the world around us. In this role, you’ll drive impact by:

• Lead and develop a high-performing Mid-Market Customer Success team focused on onboarding, adoption, retention, and expansion
• Drive measurable improvements in GRR, NRR, implementation timelines, and overall customer health
• Build scalable processes and operational frameworks that improve the customer lifecycle experience
• Partner cross-functionally with Sales, Product, and leadership to improve customer outcomes and segment strategy
• Strengthen customer relationships by supporting strategic accounts, mitigating risk, and driving long-term value realization
• Create a culture of accountability, ownership, and continuous improvement across the Customer Success organization

What You'll Bring

• 3–5 years of experience in Customer Success, Account Management, Onboarding, or related customer-facing roles
• 1–2 years of leadership or people management experience, preferably within SaaS or a high-growth technology environment
• Experience managing customer retention, adoption, onboarding, or expansion initiatives
• Strong operational mindset with experience using KPIs and customer metrics to drive decisions and improve outcomes
• Excellent communication and relationship-building skills with customers, executives, and cross-functional stakeholders
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment
• Strong problem-solving skills, customer advocacy, and a proactive approach to impr