Manager, Mid-Market Customer Success
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Job Description
Manager of Mid-Market Customer Success driving renewals and expansion at Gravyty's AI-powered platform for nonprofits. Leading the team to scale engagement strategies for measurable customer outcomes.
Responsibilities:
- Lead, coach, and develop a high-performing Mid-Market Customer Success team
- Evolve the current SMB framework into a Mid-Market model
- Track and report on team-wide metrics for overall portfolio health
- Refine success plans and workflows to provide best-in-class guidance
- Directly manage a portfolio of accounts with proactive engagement
- Lead renewals, identify expansion opportunities, and maximize customer lifetime value
Requirements:
- 5+ years in B2B SaaS Customer Success or Account Management
- Deep experience using CS platforms (e.g., Gainsight, ChurnZero) and CRM systems
- Comfortable using data insights and segmentation to prioritize interventions
- Exceptional ability to communicate complex value propositions
- A proactive, collaborative spirit with a passion for the nonprofit and education sectors.
Benefits:
- Competitive benefits
- Supportive, purpose-driven environment
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