Mid-Market Customer Success Manager

Overview of the role:

We are looking for a results-driven Mid-Market Customer Success Manager (CSM) to manage a portfolio of approximately 47 mid-sized enterprise accounts. In this role, you will bridge the gap between high-touch relationship management and efficient, structured value delivery. 

You will act as a "Value & Product Expert," tasked not just with retaining customers, but with actively identifying growth opportunities and mitigating risk through proactive problem solving. You will be responsible for translating WorkTango's product functionality into mid-level business processes, specifically addressing HR buyer pain points and lifecycles.

The awesome stuff you'll do in this role:

Strategic Account Management: Execute the Customer Journey Framework across your book of business. Conduct Milestone Meetings, including: Executive Business Reviews, Quarterly Business Reviews, Renewal Discovery, and Best Practice Recommendations. Develop and maintain Customer Success Plans for every customer in your book. Track and forecast your gross renewal rate and gross retention rate KPIs.

Discovery, Growth & Expansion: Actively uncover expansion opportunities within your book of business. Conduct deep discovery on evolving "HR buyer" pain points that align with our expansion offerings. Incorporate this discovery into your Customer Success Plans. Leverage your expertise in feature-to-value translation to articulate how additional products or seats solve specific mid-level business process gaps, justifying expansion. Manage a clean and accurate Salesforce pipeline, generate your own upsell and cross-sell opportunities, forecast your total upsell revenue and routinely hit expansion targets.

Value Delivery & Methodology: Act as the expert in product functionality, specifically mapping features to mid-level business processes and typical customer journey benchmarks. Apply knowledge of the HR buyer lifecycle to ensure the platform addresses their specific pain points at every stage of their journey. Identify adoption risks early through process mapping and usage analysis, implementing remediation plans before they impact Gross Retention. 

Internal Collaboration & Reporting: Collaborate clearly across Product and Services teams to solve customer challenges. You will work closely with TPM (Technical Project Managers), Product, and CS Ops to support technical resolutions and admin refreshes. Update renewal + growth  forecast weekly and on a rolling 4 quarter basis. Conduct bimonthly Book of Business (BoB) readouts to CS Leadership, providing a pulse check on key accounts and presenting your growth strategy for the month. Act as the voice of the Mid-Market customer, channeling feedback on segmentation playbooks and product gaps back to internal stakeholders.

What you'll need to be successful in this role:

3-5 years of experience in Account Management or Customer Success Management in a SaaS environment 

Commercial & Growth Mindset: Proven track record of owning a revenue number. You view retention as the baseline and actively look for expansion opportunities within an existing book of business. You have experience managing and achieving GRR, NRR, growth opportunity, and sales pipeline metrics.

Strategic Discovery: Mastery of open-ended questioning techniques to uncover deep-seated HR buyer pain points. You move beyond "checking in" to identifying root causes of churn risk and new areas for value creation.

Feature-to-Value Translation: You don't just explain how a feature works; you explain why it matters to a mid-level business process. You are an expert in mapping solution functionality to specific customer ROI.

Stakeholder Management (Multithreading): Demonstrated ability to build relationships beyond the main admin. You are skilled at achieving multithreading (engaging multiple contacts) and securing executive engagement to insulate accounts from turnover risk. 

Operational Discipline (CSPs): Proficiency in creating and adhering to Customer Success Plans (CSPs). You can manage a high-volume portfolio (~47 accounts) with a rigorous schedule of 20+ meetings/month without letting details slip.

Proactive Risk Mitigation: Ability to read "smoke signals" in usage data. You excel at proactive problem-solving and remediation before a renewal conversation becomes critical.

Bonus Points

HR Buyer Experience: You've worked in an hr tech offering in the past and understand the hr buyer.

Persona Specific Customer Journey: You've created or executed customer journeys tailored to different customer personas. You understand what each persona needs at every stage of the lifecycle and make sure the right guidance, resources, and engagement reach them at the right time