Client Success Manager, Mid-Market

About the role

As a Mid-Market Client Success Manager you will own a portfolio of 60+ mid‑market accounts, driving engagement, retention and overall health. You will work closely with a dedicated contract manager who handles renewals and expansion, allowing you to focus on deepening relationships and maximizing product adoption.

Key responsibilities

• Manage a high‑volume portfolio with a structured prioritisation approach, tailoring engagement to each account’s maturity, size, goals and behaviour.
• Monitor account health indicators, run purposeful touchpoints such as QBRs and workshops, and act on risk signals before they escalate.
• Build relationships with multiple stakeholders, develop internal champions, and partner with the contract manager on renewal and expansion conversations.
• Track usage data, identify adoption gaps and work with clients to close them, while encouraging participation in advocacy programmes.
• Gather structured client feedback and share it with Product, Marketing and Support, keeping CS tooling accurate and up‑to‑date.

Required profile

• Experience managing a high‑volume portfolio (50+ accounts) with a clear framework for prioritising time.
• Confidence interpreting usage and health metrics and turning them into practical actions.
• Proactive mindset, anticipating client needs and acting on early signals.
• Experience working in a split commercial model alongside a contract manager.
• Track record of building relationships across an account and identifying champions.

Required skills

• Proficiency with CS tools such as Salesforce, Planhat or Gong.
• Strong communication skills with the ability to adapt approach to different audiences.