About the Role

As our Mid-Market Account Success Leader, you’ll be the captain of retention + expansion for our mid-sized customers. You’ll lead a team dedicated to increasing Gross Revenue Retention (GRR), accelerating expansion ARR, and ultimately driving Net Revenue Retention (NRR) > 100%. You’ll set strategy, build repeatable playbooks, coach your team to excellence, and ensure our mid-market customers see, use, and love the value we deliver.

What You’ll Do

• Hire, coach, and inspire a team of Mid-Market Account Success Managers (ASMs) focused on both renewal and expansion revenue. Foster a high-performance, transparent, collaborative culture focused on outcomes, learning, and fun.
• Build, refine, and execute playbooks and develop profuse account and success plans to ensure adoption, value, growth, and retention. 
• Own key metrics: GRR, expansion ARR, NRR, churn risk, customer health, renewal pipeline, and upsell pipeline.
• Collaborate cross-functionally with Sales, Product, Marketing, and Partnerships to align motions across handoff, expansion campaigns, roadmap, and renewal strategy.
• Ensure operational excellence: implement scalable processes, tools (Salesforce, Catalyst), dashboards, health scoring, and forecasting rhythm.
• Represent the mid-market success segment in leadership discussions: forecasting, planning, budget, team growth, and process improvements.

What You'll Need

• 6 + years of SaaS experience in customer success / account management / revenue growth roles, including 2 + years in team management..
• Proven track record driving retention (GRR) and expansion (upsell / cross-sell) in mid-market or enterprise SaaS.
• Experience managing accounts between ~500-2500+ employees (or equivalent ARR/ACV scale).
• Excellent coaching and team-development skills—you grow others as you grow the business with an operational rigor
• Confident with executive-level engagement, aligning on value, growth, and expansion.
• Bonus: experience with ecosystem / partner-led growth models and strong knowledge of the partnership space.

Why You’ll Love It Here 

• Competitive base + performance incentives + equity
• Remote / hybrid flexibility — we trust you to bring your A-game from wherever you work
• High-visibility role in a pivotal growth stage — your impact will be seen and celebrated
• Culture that mixes hustle + humanity — we care about winning hard, learning fast, and enjoying the ride together
• Clear path for growth into senior leadership (VP, Head of Success)

Success in Your First 90 Days

• You’ve defined your mid-market book, established success plans, QBR cadence, and renewal / expansion reviews.
• You’ve implemented or refined at least one key process or tool (e.g., renewal playbook, health scoring, expansion pipeline cadence).
• You’ve built relationships with top accounts and have renewal and expansion opportunities underway.
• You’ve established coaching and team rhythms (1-on-1s, pipeline reviews, health reviews) that the team executes against.