Mid-Market Customer Success Manager

The Customer Success Manager is a strategic advisor and advocate for a portfolio of the company’s largest mid-market customers. This role is responsible for driving adoption, ensuring renewals, identifying expansion opportunities, and delivering measurable outcomes that align with customer business goals. As a member of the CS team, this individual will also contribute to special projects and cross-functional initiatives that improve the customer experience and scale the company’s success organization.

WHAT YOU'LL DO

• Manage a portfolio of mid-market accounts, building trusted relationships with decision-makers and stakeholders.

• Drive adoption of the company [link for members] solutions, ensuring customers achieve measurable ROI and business outcomes.

• Proactively monitor account health, identify risks, and develop action plans to mitigate churn.

• Partner with Sales to identify and execute on expansion opportunities.

• Collaborate closely with Product, Marketing, and other internal teams to deliver customer feedback and influence roadmap priorities.

• Collaborate cross-departmentally in a fully remote environment, building strong working relationships and clear communication across teams.

• Lead executive business reviews and strategic account planning for high-value customers.

• Contribute to special projects and initiatives that improve processes, tooling, and customer experience.

• Leverage Planhat to manage account health, track success metrics, and use agentic workflows to drive proactive customer outreach.

WHO YOU ARE

• 3+ years of Customer Success experience in a SaaS environment, preferably with mid-market customers.

• Strong track record of driving retention, reducing churn, and achieving NRR targets.

• Ability to build trusted, strategic relationships with senior stakeholders.

• Excellent verbal and written communication, presentation, and negotiation skills.

• Strong cross-departmental collaboration and communication skills in a fully remote environment.

• Strong analytical and decision-making skills.

• Comfort and curiosity using agentic workflows and AI tools to work more efficiently with customers.

• Experience in a compliance, regulated-industry, or vertical SaaS environment is strongly preferred.

Location: This role is primarily remote (US based), with the expectation of occasional visits to our offices for team collaboration, training, or company events.

This role may be based remotely out of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin

ABOUT US

At the company, we’re reimagining how safety-sensitive industries hire, stay compliant, and manage risk. We’ve evolved into a modern SaaS company with an all-in-one, AI-ready platform that helps transportation, construction, distribution, and utility businesses operate faster, smarter, and safer.

As we continue to grow, we’re looking for curious, strategic thinkers who thrive in complexity, are motivated by making an impact, and want to join a team that’s passionate about building great products and supporting customers. Our core values — Teammateship, Grit, and Innovation — guide everything we do. Whether we’re collaborating internally or helping customers, we approach every challenge with optimism, humor, and a shared commitment to success.

Benefits

The company offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program.

Equal Employment Opportunity

The company is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other legally protected characteristic.

Reasonable Accommodations

If you require a reasonable accommodation during the application or interview process, please contact us at [link for members]

Employment Status

Employment with the company is on an at-will basis. Nothing in this job posting or in future communications should be construed as a contract of employment.

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Privacy Policy: Please see our Applicant Privacy Policy [link for members] for more information on how the company processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.