Customer Success Manager (Mid Market/Enterprise)

About This Opportunity

We are representing a confidential B2B SaaS organization in their search for a Customer Success Manager focused on mid-market and enterprise accounts. This is a fully remote opportunity based in the USA.

Our client operates in the data privacy and compliance space, serving organizations that need to navigate complex regulatory requirements. They are a mission-driven, high-growth company backed by established investors, and they're building a team that values both relationship excellence and data-driven decision making.

This role is ideal for an experienced CSM who can balance strategic account ownership with proactive, metrics-informed engagement. You'll own a book of business comprising their highest-value accounts and drive both retention and expansion outcomes.

Responsibilities

• Own and manage a strategic portfolio of mid-market and enterprise accounts, serving as the primary contact across executive, business, and technical stakeholders
• Drive retention and expansion metrics including GRR, NRR, and upsell opportunities
• Monitor customer health signals, engagement data, and sentiment to proactively identify and mitigate churn risks
• Build trusted, long-term relationships with key decision-makers and champions
• Drive product adoption and measurable customer outcomes by guiding clients through best practices and value realization
• Analyze product usage and customer data to inform account strategy and identify trends, risks, and opportunities
• Maintain accurate forecasting and account planning, tracking risks, opportunities, and success metrics
• Collaborate cross-functionally with Sales, Product, and Support to ensure seamless customer experiences
• Act as the voice of the customer internally, surfacing feedback and insights to influence product roadmap and process improvements

What We're Looking For

Must-Have Qualifications:

• 5+ years of experience in Customer Success or Account Management within a SaaS environment
• Proven track record managing a book of business and owning retention and expansion metrics (GRR, NRR, churn)
• Proficiency in CRM systems, preferably HubSpot
• Strong understanding of SaaS metrics, customer health indicators, and account performance analytics
• Ability to interpret product usage data and customer signals to drive strategic outcomes
• Experience using communication and insights tools such as Gong, Loom, or similar platforms
• Strong technical acumen with the ability to understand SaaS products, integrations, and workflows
• Familiarity with AI productivity tools (ChatGPT, Claude, etc.) to improve efficiency and communication
• Highly organized with the ability to manage multiple accounts and priorities simultaneously
• Customer-first mindset focused on outcomes and value delivery
• Clear, confident communication skills across all stakeholder levels
• Ownership mentality and operates with strong accountability

Nice-to-Have Qualifications:

• Strong interest in AI tools and workflows, including prompting, automation, and experimentation
• Experience building automations or workflows using AI tools
• Familiarity with Customer Success platforms such as Gainsight, Vitally, or similar
• Experience with data analysis, reporting, or customer insights tools
• Background in customer journey mapping or lifecycle design
• Interest in data privacy, compliance, or responsible technology

How We Work With You

Get A Job.ai is managing the full recruitment process for this confidential client engagement. Here's how it works:

• Submit your application through the Get A Job.ai platform
• Our talent team will review your profile and conduct an initial screening
• Qualified candidates will be presented to our client for consideration
• Please do not attempt to contact the client directly, as all communication is coordinated through our recruiting team to ensure a smooth, professional process

Pay

Compensation details will be discussed during the screening process and are competitive with market standards for this level of experience and responsibility.

Additional Benefits Through Our Client:

• Competitive equity/ownership interest
• Unlimited PTO with a minimum requirement of two weeks per year
• Paid parental leave for all new parents
• 100% employer-sponsored premium coverage for base medical, dental, and vision plans (50% for dependents)
• Fully remote work environment anywhere in the USA
• MacBook and $600 home office setup stipend
• Annual company retreat
• Mental health benefits including mindfulness and therapy services

Equal Opportunity: Get A Job.ai and our clients are committed to building diverse, inclusive teams. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by applicable law.