This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, Mid-Market based in United States.
This role focuses on driving long-term customer value by ensuring successful onboarding, strong product adoption, and sustained engagement across a portfolio of mid-market clients. You will act as a trusted advisor, helping customers navigate a complex financial technology platform while aligning product capabilities with their business goals. The environment is fast-paced and highly collaborative, with close interaction across product, engineering, and internal operations teams. You will be responsible for building strong client relationships, identifying expansion opportunities, and ensuring renewals through measurable value delivery. The role blends strategic account management with hands-on problem solving, requiring both technical curiosity and strong communication skills. You will also contribute to improving internal processes and sharing customer insights that shape product development. This is a highly impactful role for someone who enjoys combining relationship management with product expertise in a scaling organization.
Accountabilities:
- Manage a portfolio of 60–75 mid-market customer accounts, ensuring strong engagement, satisfaction, and long-term retention
- Lead onboarding, implementation, and adoption efforts to help customers successfully integrate and use the platform
- Monitor customer health metrics including product usage, adoption trends, satisfaction scores, and renewal readiness
- Serve as a trusted advisor to customers, running meetings and presentations with stakeholders at various levels, including executives
- Identify opportunities for expansion, upselling, and deeper product utilization based on customer needs and goals
- Collaborate with product and engineering teams to relay customer feedback and influence future product improvements
- Contribute to internal initiatives aimed at improving customer success operations, workflows, and tooling efficiency
- Leverage AI tools as part of daily workflows to improve productivity, customer readiness, and delivery quality
Requirements:
- 5+ years of professional experience with at least 3+ years in a Customer Success, Account Management, or similar client-facing role
- Proven ability to manage multiple accounts simultaneously in a fast-paced, high-growth environment
- Strong communication skills with experience leading meetings, presentations, and executive-level conversations
- Demonstrated ability to understand technical products and translate them into clear customer value
- Strong organizational and prioritization skills to manage competing tasks, deadlines, and customer needs
- Ability to quickly learn complex platforms and industries with curiosity and adaptability
- Experience using AI tools to enhance customer success workflows, improve output quality, or increase efficiency
- Preferred: experience in fintech, SaaS, or financial services environments
- Preferred: proven success contributing to process improvements or scalable customer success operations
- Preferred: experience producing AI-assisted deliverables or measurable workflow improvements using AI
Benefits:
- Competitive base salary with performance-based bonus structure ($86,000 – $105,000 USD range)
- Comprehensive health, dental, and vision insurance coverage for employees and dependents
- Life insurance and mental health support programs
- Fertility, family planning, and growing family support benefits
- Flexible time off policy plus company-paid holidays
- Paid family leave, medical leave, and bereavement support
- Retirement savings plan options
- Home office setup and technology allowance
- Annual professional development stipend
- Inclusive and flexible remote-first work environment across the United States