Mid Market Customer Success Manager

We are seeking a skilled and dedicated Mid Market Customer Success Manager with a background in SaaS customer success or account management to own a growing portfolio of mid-market accounts. This role is central to ensuring our customers derive maximum value from our product, at scale. You'll balance a higher volume of accounts than our enterprise team, relying on efficient, repeatable processes to drive onboarding, adoption, and renewals across a broad book of business.

Responsibilities

Lead efficient, templated onboarding for a high volume of accounts; Act as the primary point of contact for customer inquiries across your portfolio, triaging and resolving issues quickly; Own and manage a large book of mid-market accounts, prioritizing based on risk, opportunity, and usage signals; Provide product demonstrations, lead training sessions, and guide customers through best practices; Build and maintain support content, playbooks, and best-practice documentation; run streamlined business reviews that scale across many accounts; Identify renewal and upsell opportunities early and execute standardized playbooks; Develop a working understanding of each customer's use case and address common problems efficiently; Build relationships across a wide portfolio through proactive outreach, check-ins, and escalation management; Drive adoption through scalable engagement tactics (in-app guidance, email campaigns, office hours); Spot patterns and trends across the portfolio and feed them back to inform product and process improvements

Requirements

3-7 years of experience in a SaaS customer success or account management role, ideally managing a high-volume portfolio of mid-market accounts; Proven ability to manage a large book of business efficiently without sacrificing customer satisfaction; Exceptional communication and interpersonal skills, including over the phone and in group settings; Strong understanding of customer success strategies, retention planning, and scalable, process-driven account management; Comfort with prioritization and triage across many accounts

Nice to have

Experience in legal tech or with legal professionals; Experience working in a startup environment; Relentlessly resourceful; Strong internal sense of urgency; Excited about the adventure of building a company

Benefits

Competitive compensation; Equity; Relocation and visa support; Comprehensive medical, dental, and vision plans; HSA and FSA accounts; Life insurance coverage; 401(k) program; Commuter benefits; Unlimited PTO