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 in a remote environment while managing a portfolio of customers and competing priorities.
• Strong analytical and data fluency, with the ability to use dashboards, customer health metrics, product usage data, and AI-powered tools to inform decisions.
• Curiosity about how businesses operate and a genuine interest in helping customers adopt better practices and achieve stronger outcomes.
• Experience with accounting software, accounting-firm operations, or the broader accountancy technology market is preferred.
• Ability to travel approximately 5–10% of the time for customer visits, events, and other business activities.
• Must be physically based in the United States or Canada and have the legal right to work in the applicable country without requiring visa sponsorship.

Benefits

• Estimated base salary range of $85,000–$95,000 CAD, with compensation determined by location, experience, skills, and other business considerations.
• Potential additional compensation through target bonuses and/or equity, depending on role structure.
• Paid flexible time off, with employees encouraged to take approximately three weeks annually.
• Company-paid medical coverage for eligible employees and qualifying dependents.
• Company-paid dental and vision coverage for eligible employees and qualifying dependents.
• Fully company-funded short- and long-term disability coverage.
• Company-paid life insurance.
• 401(k) with company matching.
• Flexible Spending Account.
• Up to 8 weeks of paid parental leave.
• Work-from-home stipend.
• Remote-first working environment with flexibility.
• Opportunities to collaborate with and learn from an experienced, high-performing global team.
• Professional development, mentoring, regular feedback, and opportunities for internal career progression.
• Inclusive, collaborative culture focused on diversity, development, and recognizing high performance.
• Opportunity to work with customers across a global market and contribute directly to customer retention, growth, and business transformation.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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