Head of Customer Success (Mid-Market and SMB)

We’re hiring a Manager of Customer Success to lead and scale success programs for our mid‑market and SMB customers. You’ll manage a team of mid-market and SMB CSMs, drive retention and expansion, and build repeatable playbooks that deliver predictable outcomes for growing customers.

- Lead, coach, and develop a team of 4 - 5 Customer Success Managers focused on mid‑market and SMB accounts.

- Own retention, expansion, and health metrics for the segment; set targets and drive team accountability and results.

- Segment accounts and prioritize resources to maximize growth and reduce churn.

- Design and scale playbooks for onboarding, adoption, churn prevention, renewals, and upsell tailored to SMB and mid‑market buyer journeys.

- Partner with Sales, Product, Customer Support, and Marketing to align on go‑to‑market motions, product feedback, and enablement.

- 5 - 7 years in Customer Success roles with at least 3 years managing teams, ideally supporting SMB and mid‑market segments.

- Proven success hitting retention and expansion targets in a B2B SaaS environment.

- Strong operational mindset: experience building playbooks, KPIs, segmentation strategies, and scalable processes.

- Excellent people manager and coach; able to hire, develop, and retain high‑performing CSMs.

- Comfortable with data and aligning to customer usage and adoption metrics

- Exceptional communication and stakeholder management skills

- Comfortable in a fast‑paced environment and adept at prioritizing competing demands.