Mid Market Customer Success Manager

LeanData helps the world’s fastest-growing companies automate, simplify, and accelerate revenue. We're looking for an enthusiastic and results-oriented Customer Success Manager (CSM) to be a champion for our mid-market customers. In this role, you will be the primary post-sale partner, responsible for ensuring that a portfolio of clients continuously receives and recognizes maximum value from their investment in LeanData. You will serve as a trusted advisor, guiding adoption, driving successful business outcomes, and building relationships that directly contribute to high customer retention, satisfaction, and advocacy.

Responsibilities

Customer Strategy & Advisory

• 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.

Execution & Delivery

• Manage the entire post-sale customer lifecycle, from successful onboarding and implementation handover to driving adoption and retention.
• Proactively monitor customer health metrics, usage data, and consumption patterns to identify and mitigate potential churn risks and surface opportunities for expansion.
• Lead quarterly or regular business reviews (QBRs/EBRs) with key customer stakeholders, 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.

Collaboration & Communication

• 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 for product or process improvements, serving as the voice of the customer.
• Identify risks to customer success early and collaborate with internal account teams on mitigation strategies.

Metrics & Outcomes

• Achieve and exceed quarterly targets for customer retention, renewal rates, and Customer Satisfaction/Net Promoter Score (CSAT/NPS).
• 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.

Required Qualifications

• 2-4 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.
• Impressive executive presence and communication abilities (written, verbal, and presentation) necessary to build and maintain trusted advisor relationships.
• Proven experience quickly grasping, explaining, and positioning value for complex technological and business concepts.
• Familiarity with the SaaS customer lifecycle and the ability to navigate complex customer organizational structures to identify and engage key stakeholders.

Preferred Qualifications

• Bachelor’s degree in a relevant field.
• Hands-on domain expertise and knowledge of industry best practices in Sales Operations, Marketing Operations, or Revenue Operations.
• Direct working knowledge of Salesforce.com applications and other systems within the B2B revenue technology stack.
• Proven experience thriving in an evolving, high-growth environment where process iteration and agility are key.

Why work at LeanData:

• LeanData covers employee insurance premiums up to 90%
• Stock options in LeanData for all full-time employees
• Flexible PTO
• 401K plan

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