Customer Success Manager, Mid-Market Texas & Ohio Valley

About the role

You will act as the primary point of contact for mid-market clients, ensuring they realize full value from our behavioral security platform. This role focuses on guiding customers through onboarding, driving platform adoption, and managing long-term retention through strategic planning and relationship management.

Key facts

What you'll do

• Manage a portfolio of customers, serving as their main advocate and advisor.
• Lead business reviews to demonstrate return on investment and align on success metrics.
• Monitor account health and coordinate with engineering, product, and sales teams to address risks or technical escalations.
• Provide ongoing education on platform features and roadmap updates to encourage expanded usage.
• Develop tailored success plans based on specific customer goals and industry challenges.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent experience.
• At least 5 years of experience in enterprise SaaS, including a minimum of 3 years in Customer Success, Technical Account Management, or support roles.
• Demonstrated ability to manage large portfolios and build relationships with executive-level stakeholders.
• Technical knowledge of email security, internet technologies, and networking.
• Strong communication and organizational skills, with a focus on resolving escalations and maintaining high customer satisfaction.

Skills & tools

• CRM platforms (Salesforce)
• Case management software (Jira)
• Technical proficiency in SaaS and email security environments

Practical notes

• Base salary range: $119,040 to $140,000 USD.
• Compensation includes potential for equity, annual bonuses, and a full benefits package.
• The hiring process involves video interviews and identity verification; final offers are contingent upon successful completion of pre-employment checks.
• Our team utilizes AI-assisted tools to prepare for interviews, though all hiring decisions are made by humans.