Mid-Market Customer Success Manager

About the role

The Customer Success Manager is a strategic advisor and advocate for a portfolio of Foley’s largest mid-market customers. This role is responsible for driving adoption, ensuring renewals, identifying expansion opportunities, and delivering measurable outcomes that align with customer business goals. As a member of the CS team, this individual will also contribute to special projects and cross-functional initiatives that improve the customer experience and scale Foley’s success organization.

What You'll Do

• Manage a portfolio of mid-market accounts, building trusted relationships with decision-makers and stakeholders.
• Drive adoption of Foley.io solutions, ensuring customers achieve measurable ROI and business outcomes.
• Proactively monitor account health, identify risks, and develop action plans to mitigate churn.
• Partner with Sales to identify and execute on expansion opportunities.
• Collaborate closely with Product, Marketing, and other internal teams to deliver customer feedback and influence roadmap priorities.
• Collaborate cross-departmentally in a fully remote environment, building strong working relationships and clear communication across teams.
• Lead executive business reviews and strategic account planning for high-value customers.
• Contribute to special projects and initiatives that improve processes, tooling, and customer experience.
• Leverage Planhat to manage account health, track success metrics, and use agentic workflows to drive proactive customer outreach.

Who You Are

• 3+ years of Customer Success experience in a SaaS environment, preferably with mid-market customers.
• Strong track record of driving retention, reducing churn, and achieving NRR targets.
• Ability to build trusted, strategic relationships with senior stakeholders.
• Excellent verbal and written communication, presentation, and negotiation skills.
• Strong cross-departmental collaboration and communication skills in a fully remote environment.
• Strong analytical and decision-making skills.
• Comfort and curiosity using agentic workflows and AI tools to work more efficiently with customers.
• Experience in a compliance, regulated-industry, or vertical SaaS environment is strongly preferred.

Additional information

Location: This role is primarily remote (US based), with the expectation of occasional visits to our offices for team collaboration, training, or company events.

This role may be based remotely out of the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin

Benefits

Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program.