Mid-Market Customer Success Manager
The Customer Success Manager is a strategic advisor and advocate for a portfolio of Foley’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 Foley’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 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 full...