Mid Market Customer Success Manager

About Our Client

Our client is building software for a complex, operationally intensive customer base where adoption, change management, and measurable business outcomes matter. The company is scaling its post-sales organization and creating a dedicated Customer Success function to better support customers after implementation.

This is a confidential, sourced search and the role is not posted publicly.

About the Role

Our client is hiring Customer Success Managers to become the founding layer of its dedicated Customer Success function.

Historically, deployment strategists have owned the full customer journey from kickoff through renewal. As the business scales, our client is splitting that model apart: implementation will continue to sit with deployment, while Customer Success will take ownership after go-live and hypercare.

As a CSM, you will inherit customers once implementation is complete and take responsibility for adoption, engagement, customer health, renewals, and outcomes. A meaningful portion of the customer base was sold quickly and now needs a stronger post-sale motion — including nurturing, re-engagement, and in some cases redeployment. The right CSM will be able to step into an account, quickly assess what is working and what is not, identify stakeholders who are off-track, and get the customer back on a productive path.

This role requires a rare balance: executive presence and comfort leading high-level conversations with GMs, market-area presidents, and senior operators, combined with a willingness to get deep into the product and frontline workflows. The CSM must be credible above the line, trusted below the line, and able to re-sell value at every level of the account.

What You’ll Own

• Serve as the executive sponsor and primary post-sale owner for customers after go-live and hypercare
• Drive adoption, engagement, account health, and measurable customer outcomes
• Lead QBRs, executive business reviews, and strategic account conversations
• Build strong relationships with senior stakeholders, including GMs, market-area presidents, and executive operators
• Partner with frontline users, including dispatchers and service managers, to understand workflows, address friction, and improve usage
• Learn the product deeply enough to spot-train customers and troubleshoot adoption challenges
• Identify accounts that are off-track and create plans to re-engage, retrain, or redeploy where needed
• Partner with Sales on expansion opportunities by identifying strong customer behavior and surfacing qualified growth signals
• Own renewals in the near term until a dedicated renewals function is built
• Partner cross-functionally with Deployment, Sales, Product, and Leadership to resolve customer issues professionally and quickly
• Help define the processes, playbooks, and operating rhythm for a new Customer Success function

Mid-Market CSM

Mid-Market CSMs will manage a broader portfolio of individual brands, independent commercial shops, and growing accounts.

This role is best suited for a strong CSM who can manage volume, build trust quickly, drive adoption, and is ready to develop toward more enterprise-level customer ownership.

Typical account load: Approximately 20 accounts / brands