Customer Success Manager, Mid-Market

About the role

The Role As a Mid-Market Customer Success Manager at Voxel, you will own the full post-sale lifecycle for a portfolio of mid-market accounts, from onboarding through renewal and expansion. You'll serve as the primary relationship owner for your customers, driving platform adoption, delivering measurable value, and ensuring long-term retention. You'll also work closely with Customer Success Associates who support site-level training and deployment across your book of business.

Responsibilities

• Own end-to-end customer relationships across a portfolio of mid-market accounts, serving as the primary point of contact post-sale.
• Drive successful onboarding and time-to-value for new customers, coordinating closely with Solutions Engineering and CS Associates.
• Develop and execute account plans that drive platform adoption, engagement, and measurable safety and operational outcomes.
• Lead regular business reviews with customer stakeholders, communicating ROI and aligning on goals and roadmap.
• Proactively monitor account health and intervene early on churn risk, escalating to internal teams as needed.
• Identify and qualify expansion opportunities within your portfolio, partnering with Sales to drive upsell and cross-sell motions.
• Serve as the voice of the customer internally, sharing feedback with Product, Engineering, and Support to improve the platform experience.
• Partner with and provide direction to Customer Success Associates supporting your accounts.

Requirements

• 3-6 years of experience in customer success, account management, or a related client-facing role, ideally in B2B SaaS.
• Demonstrated track record of owning renewals, driving retention, and identifying expansion opportunities.
• Strong relationship-building skills with the ability to engage stakeholders across operational and management levels.
• Data-driven approach to account management, comfortable using health metrics, usage data, and business outcomes to guide decisions.
• Highly organized, self-directed, and able to manage a high-volume book of business effectively.

Nice to have

• Experience in a high-growth or early-stage SaaS environment.
• Familiarity with customer success platforms (Gainsight, ChurnZero, Salesforce, etc.).
• Background in or exposure to warehouse, logistics, manufacturing, or industrial environments.
• Experience managing or mentoring junior CS team members.