Mid-Market Customer Success Manager
HiyaCybersecurity company
Seattle, United States$80K - $115KMid
Balderton Capital
TriplePoint Capital
Nautilus Venture Partners
Lumia Capital
Quilam Capital
Voyager Capital
Sales & Account Management
About the role
TL;DR
Drive customer retention and achieve NRR goals for Mid-Market customers.
- •We are seeking a customer-focused Mid-Market Customer Success Manager to manage a portfolio of customers across North America representing approximately $3M in ARR.
- •As a trusted advisor, you will help customers achieve their business objectives, maximize value from our solutions, and build long-term partnerships.
- •Key Responsibilities Own and manage a portfolio of Mid-Market customers representing approximately $3M ARR.
- •Build trusted relationships with customer stakeholders and serve as the primary point of contact for customer success.
- •Develop and execute success plans aligned to customer goals and business outcomes.
- •Conduct regular business reviews to demonstrate value, drive adoption, and strengthen engagement.
- •Monitor customer health, identify risks proactively, and execute retention strategies to minimize churn.
- •Requirements 3-5+ years of Customer Success, Account Management, Consulting, or related customer-facing experience in a SaaS environment.
- •Experience managing a portfolio of Mid-Market customers and driving retention outcomes.
- •Demonstrated ability to build relationships with stakeholders and influence business outcomes.
- •Strong analytical, communication, presentation, and problem-solving skills.
- •Experience identifying customer risks and growth opportunities through data and customer engagement.
- •Experience using Salesforce and Customer Success platforms such as Vitally, Gainsight, Catalyst, Totango, ChurnZero, or similar tools.
Required skills
Customer SuccessAccount ManagementSalesforce
Benefits & perks
Employer-sponsored Insurance, 401(k) with 3% company match, Flexible vacation policy, Paid parental leave, Work-from-home equipment stipend, Learning and growth stipend, Charitable donation matching, Team lunch
