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Manager of Mid-Market Customer Success

United States 85000.00 - 130000.00 USD / Year · Job Posted March 25, 2026
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Job Description

Join Gravyty as a Manager of Mid-Market Customer Success, where you'll lead a high-performing team to enhance customer engagement and drive growth in the Tech Touch segment. The Manager of Mid-Market Customer Success is a player-coach leadership role responsible for leading and developing our Mid-Market Customer Success team while also helping build and scale our emerging Tech Touch segment. This is a hands-on position focused on driving a high-performing, outcomes-oriented team with a strong emphasis on renewals, retention, and expansion.

Job Responsibility

  • Lead and develop the Mid-Market Customer Success team
  • Manage a portfolio of accounts
  • Evolve engagement strategies
  • Track performance metrics
  • Lead, coach, and develop a high-performing Mid-Market Customer Success team
  • Evolve the current SMB framework into a Mid-Market model while helping to design and scale the Tech Touch segment
  • Track and report on team-wide adoption, engagement, renewal, and churn metrics
  • Refine success plans, playbooks, and workflows
  • Directly manage a portfolio of accounts (Mid-Market or Tech Touch)
  • Lead renewals, identify expansion or cross-sell opportunities
  • Conduct high-impact success reviews and strategic check-ins
  • Partner with Sales, Product, and Marketing to surface insights, influence roadmap decisions, and resolve complex customer challenges

Requirements

  • 5+ years in B2B SaaS Customer Success or Account Management
  • At least 2 years in a leadership or senior-level role
  • Deep experience using CS platforms (e.g., Gainsight, ChurnZero) and CRM systems
  • Comfortable using data insights and segmentation to prioritize interventions and drive product utilization
  • Exceptional ability to communicate complex value propositions to diverse audiences
  • A proactive, collaborative spirit with a bias toward action
  • Passion for the nonprofit and education sectors

Nice to have

  • Leadership experience in a senior-level Customer Success role
  • Familiarity with nonprofit and education sectors
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