About this role
We’re looking for a Manager to lead our team of Mid-market CSMs 🚀Our Customer Success team is responsible for helping our customers take their marketplace presence to the next level.
What will you do as Manager CSM?
- Your role will be to lead, develop, and inspire a team of nine CSMs, while owning ChannelEngine's largest customer segment, Mid-market: approximately 400 accounts and 60% of ARR.
- Key focus areas include coaching your team to deliver consistent, data-driven customer engagement, driving NRR growth through upsell and GMV expansion, reducing churn, and managing account health across the full Mid-market book.
- You'll run structured 1:1s, performance reviews, and team rituals that drive real accountability and career progression, while identifying skill gaps and working with Enablement to close them.
- You'll own the team's NRR, GRR, upsell, and retention targets, using HubSpot, TALs, and RevOps collaboration to keep the segment's commercial performance on track.
- Collaboration is key as you'll work cross-functionally with AEs, RevOps, Enablement, Sales, Product, Delivery, and Support, and serve as the voice of the Midmarket customer in those conversations. 🎉