💼 About This Role

You'll lead mid-market and commercial customer success for the Connected Operations Cloud pioneer, driving adoption, expansion, and renewal outcomes across a high-volume portfolio through a blended model of teams and digital channels. You'll build scalable, data-driven processes leveraging AI and automation to maximize customer impact and efficiency.

🎯 What You'll Do

• Own gross and net revenue retention for mid-market and commercial segments
• Partner with Sales to drive expansion through structured scalable motions
• Define segmentation strategy across mid-market and commercial customers
• Develop lifecycle-based customer journeys and implement digital engagement

📋 Requirements

• 8+ years in Customer Success or Account Management
• 5+ years in a leadership capacity
• Proven experience managing mid-market or commercial segments at scale
• Track record of owning and delivering on retention metrics (GRR, NRR)

✨ Nice to Have

• Implemented a transformative AI program that improved customer experience

🎁 Benefits & Perks

• 💰 Above-market total compensation with base, bonus, and equity
• 🏖️ Flexible remote model with stipend for professional development
• 🏥 Comprehensive health and parental leave plans

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical/leadership assessment· 60 min