Senior Manager, Customer Success

The Senior Manager, Mid-Market Customer Success will lead a growing team responsible for ensuring customer retention, driving expansion opportunities, reducing churn, and maximizing net revenue retention (NRR) and gross revenue retention (GRR). This role is central to Foley’s mission of delivering measurable value to our customers while building a world-class customer success function. Joining during an exciting period of growth, this leader will have the opportunity to shape how the team operates, including enabling agentic workflows and proactive customer outreach.

WHAT YOU'LL DO

- Lead and manage a team of ~8 Customer Success Managers serving 800+ mid-market customers, representing $16MM in revenue.

- Recruit, develop, and retain top CS talent while fostering a high-performance culture.

- Drive adoption, retention, and expansion strategies to achieve NRR, GRR, and churn retention targets.

- Partner cross-functionally with Sales, Product, Marketing, and other teams to improve the customer experience and deliver business outcomes.

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

- Provide leadership on special projects, operational improvements, and strategic initiatives to scale the CS function.

- Lead team meetings, performance management, and coaching to ensure accountability and results.

- Utilize Planhat to monitor customer health, identify risks/opportunities, and guide data-driven decisions.

- Help build and refine workflows within Planhat, including agentic workflows and proactive customer outreach, as the CS function scales.

WHO YOU ARE

- 3+ years of experience in Customer Success leadership, including leading teams of 6–10+ Customer Success Managers.

- Strong people management skills with experience hiring and building high-performing teams.

- Proven track record of driving retention, reducing churn, and achieving NRR and GRR goals....