Mid-Market Customer Success Manager

Responsibilities

• Develop and execute strategic success plans for a portfolio of Mid-Market customers, aligning LeanData usage with their specific business goals and revenue operations strategy.
• Serve as a trusted advisor and subject matter expert, proactively consulting with clients on best practices to maximize the value of LeanData's solutions.
• Build and maintain strong, executive-level relationships with customer stakeholders across Revenue Operations, Sales, and Marketing teams, acting as the primary point of contact.
• Manage the entire post-sale customer lifecycle, from successful onboarding and implementation to driving adoption, retention and growth.
• Proactively monitor customer health metrics, usage data, and consumption patterns to identify and mitigate potential churn risks and surface opportunities for expansion.
• Lead Executive Business Reviews with key customer executive sponsors, showcasing the value achieved and defining the next steps for continued success.
• Clearly and distinctly explain complex technological and business concepts to diverse audiences, guiding them on LeanData best practices.
• Partner closely with Sales (Account Managers), Professional Services, and Support teams to ensure a seamless and unified customer experience and a smooth transition across lifecycle stages.
• Capture customer feedback and advocate internally to our product team or for process improvements, serving as the voice of the customer.
• Identify risks to customer success early and collaborate with internal account teams on mitigation strategies.
• Achieve and exceed quarterly targets for customer retention and growth objectives.
• Drive measurable customer outcomes and increased platform adoption, evidenced by usage metrics and the customer's successful achievement of their desired "OpsStar" status.
• Identify and contribute to pipeline generation through the development of validated upsell, cross-sell, and referral opportunities.

Qualifications

• 3-5 years of proven work experience in a Customer Success, Account Management, or Revenue Operations role, preferably within a B2B SaaS environment.
• Demonstrated ability to manage a portfolio of Mid-Market clients with a high degree of autonomy and commercial responsibility.
• Inspiring executive presence and communication abilities (written, verbal, and presentation) necessary to build and maintain trusted advisor relationships.
• Proven experience quickly grasping, explaining, and positioning the value of complex technological and business concepts.
• Familiarity with common SaaS software development customer processes and the ability to navigate complex customer organizational structures to identify and engage key stakeholders.
• Expertise in guiding customers to the next milestone in their journey with a B2B SaaS product.
• Active usage of AI systems to improve the customer experience and account management experience.