Customer Success Manager - Mid-Market

The Opportunity

As a Mid-Market Customer Success Manager at Seamless.AI, you will own the retention, engagement, and growth of a portfolio of Mid-Market customers. You will serve as a trusted advisor and primary point of contact, helping customers maximize the value of Seamless.AI while proactively identifying churn risks, driving adoption, and uncovering expansion opportunities.

This role combines customer success, strategic account management, and consultative selling. You will leverage high-touch and tech-touch engagement to efficiently manage a large book of business while partnering with Sales, Support, Product, and other teams to deliver an exceptional customer experience.

Responsibilities

• Own relationships across an assigned Mid-Market book of business and serve as the primary customer point of contact.
• Proactively monitor customer health, engagement, adoption, and organizational changes to identify and mitigate churn risk.
• Lead renewal strategies and negotiations to maximize retention.
• Develop account strategies to increase product adoption, customer value, and lifetime value.
• Identify and pursue expansion opportunities in partnership with Sales.
• Build trusted relationships and understand customers' business goals, challenges, and growth plans.
• Conduct proactive outreach using a combination of high-touch and tech-touch engagement.
• Manage customer escalations and coordinate timely resolution across internal teams.
• Capture and communicate actionable customer feedback to leadership and Product.
• Maintain accurate account, activity, and renewal information in Salesforce.
• Stay current on Seamless.AI products and industry trends to provide knowledgeable, consultative guidance.

Skills & Requirements

• 2–3+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing role, preferably in SaaS or technology.
• Strong communication, relationship-building, and consultative selling skills.
• Proven ability to manage multiple accounts and priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Self-motivated, results-oriented, and proactive.
• Ability to identify customer risks and develop effective action plans.
• Experience with renewals, retention, negotiations, or account expansion preferred.
• Salesforce, Salesloft, or high-volume customer outreach experience preferred.
• Bachelor's degree in Business, Marketing, or a related field preferred.