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