Mid-Market Customer Success Manager

United States Customer Success / Full-time- Remote / Remote Our Mid Market Customer Success Managers (MM CSMs) work with customers post-sale to ensure they get continued value from their investment in Articulate 360. The MM CSM will build & expand relationships with customers in our medium-sized business segment. The MM CSM will be responsible for onboarding, driving product adoption and satisfaction, renewals, and partnering with sales counterparts to expand our footprint within these accounts.

What You'll Do:

• Effectively manage a book of our mid-market customers (typically ~250-300)
• Ensure a seamless customer experience throughout the entire life cycle – from onboarding through engagement and renewal
• Proactively drive customer adoption and mitigate retention risk
• Confidently navigate procurement, commercial terms, and contract negotiations, leading to on-time renewals that maximize net revenue retention
• Increase customer retention by conducting effective check-ins, kick-off calls, and business reviews
• Accurately forecast renewal revenue for current and future quarters
• Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion
• Lead account planning efforts in collaboration with Sales to define joint customer success strategies
• Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
• Identify opportunities for revenue growth and product expansion in the form of Customer Success Qualified Leads (CSQLs).
• Serve as a trusted advisor by connecting customer’s key business challenges to Articulate's solutions and delivering tailored, value-driven recommendations
• Be the voice of the customer internally to share product feedback and resolve customer challenges
• Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and strategic relationship building
• Own and deliver key customer success initiatives that drive product adoption and retention across your book
• Participate in special projects and responsibilities aligned with strategic priorities

What You Should Have:

• 5+ years experience working in a customer-facing account management, sales or customer success role
• A strong understanding of customer success
• Experience managing a book of 100+ customer accounts
• Proven ability to manage complex renewals, including commercial conversations and negotiation
• A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions
• Experience creating and upleveling strategic relationships with key stakeholders
• Demonstrated ownership of the entire customer lifecycle, including onboarding, expansion, and retention
• Ability to prioritize a large but strategic book
• Excellent critical-thinking skills
• High commercial acumen and strong discovery skills
• Resiliency, adaptability, and experience thriving in a fast-paced environment
• Ability to work independently, with a high sense of self-accountability and as part of a collaborative team
• Excellent verbal, written communication and presentation skills
• 2+ years experience in SaaS
• 2+ years experience using Salesforce

$76,800 - $101,760 a year The pay range for this position is $76,800 to $101,760 for all US locations. This range represents our good faith expectation of what we reasonably expect to pay for this role based on factors including (but not limited to) skills, experience,...