Customer Success Manager - Mid Market

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager - Mid Market based in the United States. The Customer Success Manager will own a portfolio of mid-market B2B SaaS customers, helping them maximize value, deepen adoption, and achieve measurable business outcomes. This role combines strategic account management, consultative customer guidance, renewal ownership, and expansion strategy. You will use customer health metrics, product usage data, and direct feedback to identify risks early and uncover opportunities for growth. Acting as a trusted advisor, you will help accounting firms improve their operational practices and translate software capabilities into practical business value. The role requires close collaboration with Sales, Product, Support, Implementation, and Education teams to deliver a seamless customer experience. You will operate in a data-rich, remote-first environment where autonomy, commercial ownership, and strong customer relationships are highly valued. This is an opportunity to make a direct impact on retention, revenue growth, product adoption, and long-term customer success. Develop and own success strategies for a portfolio of mid-market customers, prioritizing actions based on customer health, usage, business goals, and growth potential. Own renewal and retention strategies, proactively identifying churn risks and developing practical mitigation plans before issues become critical. Identify and drive cross-sell and upsell opportunities, including opportunities to expand product usage and increase customer value. Contribute to Net Revenue Retention by increasing product adoption, expanding seat usage, and helping customers realize greater value from their investment. Build trusted relationships with customer stakeholders through empathy, strong communication, and a consultative approach to problem-solving. Advise customers on industry and practice-management best practices, scoping and coordinating projects that support meaningful operational change. Maintain strong knowledge of the product roadmap and translate new capabilities into relevant customer opportunities, including product demonstrations and feature education. Develop a strong understanding of accounting-firm operations to connect technology capabilities with practical, day-to-day customer needs. Monitor usage data, health metrics, customer feedback, and other signals to identify risks, opportunities, and next-best actions. Advocate for customer needs internally and share actionable insights with Product, Sales, Support, Implementation, and Education teams. Coordinate cross-functional resources to resolve customer challenges and maintain a consistent experience throughout the customer lifecycle. Leverage AI-enabled tools, customer analytics, and data insights to improve productivity, identify expansion opportunities, and strengthen retention strategies. Requirements 2–3+ years of experience in a B2B SaaS customer-facing role such as Customer Success, Account Management, Professional Services, Consulting, Training, or a related function. Demonstrated success managing customer relationships, renewals, retention, and/or expansion within a SaaS environment. Experience owning commercial or performance targets and using customer metrics to prioritize activities and drive measurable outcomes. Strong strategic thinking and commercial awareness, with the confidence to identify opportunities, manage risk, and take ownership of customer results. Excellent relationship-building, communication, presentation, and consultative problem-solving skills. Ability to understand customer challenges, provide practical recommendations, and communicate complex product capabilities in a clear and compelling way. Strong program and project management skills, including the ability to coordinate resources across multiple internal teams. Comfortable working autonomously