Lead Customer Success Manager (Mid-Market & Enterprise)
About the Role
We're looking for a Lead CSM who is a standout individual contributor and a natural team elevater. You'll own a high-impact book of Mid-Market and Enterprise accounts while acting as a player-coach — helping the team sharpen their craft without losing your own customer ownership. This is not a step into management. You'll stay hands-on, stay close to customers, and help shape how Customer Success operates as we scale.
What You'll Do
- Own and grow a book of Mid-Market and Enterprise accounts
- Lead onboarding, success planning, and executive QBRs
- Drive renewals, retention, and expansion in partnership with Sales
- Use customer health data to get ahead of risk before it becomes churn
- Forecast accurately and deliver measurable outcomes tied to business value
- Coach peers on deal strategy, renewal prep, objection handling, and executive conversations
- Contribute to playbooks, training, and CS processes that scale
What We're Looking For
- 6+ years in Customer Success or Account Management in B2B SaaS
- A track record of top performance managing Mid-Market and Enterprise accounts
- Proven retention and expansion results across a book of business
- Experience coaching, mentoring, or leading peers — formally or informally
- Fluency in renewals, expansion motions, and churn prevention
- Comfortable in executive conversations and skilled at influencing outcomes
- Highly organized, proactive, and data-driven
Bonus Points
- Player-coach or Lead CSM experience
- Background in scaling CS teams
- Familiarity with CS platforms and CRMs
Why This Role
You'll have real influence without losing what you love about the IC role. You'll help build something — the team, the process, the playbook — at a company where your work directly shapes outcomes. The trades are an enormous, underserved market. The problems are real, the customers are grateful, and the opportunity is significant.
Pay & Location
- Location: New York City or Durham, NC (hybrid, in-office)
- Compensation: $120K–$135K + variable compensation + equity