Customer Success ManagerMid-Market & SMB | Renewals & Expansion | Lehi, UT (preferred)
The RoleThis is a dual-segment CSM position covering Mid-Market and SMB accounts, with a clear and intentional growth arc. In the SMB segment, you'll work alongside our AI-powered renewal workflow to manage a high volume of renewal transactions - sending and following up on quotes, closing out renewals, and maintaining clean records in Salesforce. As SMB becomes increasingly automated, you'll shift capacity toward Mid-Market: leading QBRs, delivering tailored package and expansion recommendations, and acting as a strategic partner to decision-makers.
This is the right role for someone who is organized enough to handle volume, able find ways to get customers to value quickly, and ambitious enough to grow into a high-value strategic seat.
Who You Are- An emotionally intelligent professional who builds strong relationships and navigates complex situations with tact and empathy.
- Highly responsible, self-directed, and skilled at managing multiple high-priority tasks with competing deadlines.
- A proactive problem-solver who continually seeks ways to improve processes, elevate customer experience, and increase efficiency.
- Comfortable working both strategically and hands-on in a fast-moving environment.
- Someone who sees automation as a tool that frees you to do better work - not as a threat.
What You'll DoRenewal Operations (SMB)- Own the end-to-end SMB renewal motion: generating quotes, following up consistently, and closing renewals on time.
- Maintain accurate, up-to-date renewal records in Salesforce - stage, ARR, close dates, and notes.
- Work alongside our AI-powered package recommendation agent, reviewing outputs, applying judgment, and escalating exceptions.
- Identify early churn signals and route at-risk accounts appropriately before they reach the renewal deadline.
Mid-Market Success & Expansion- Own the Mid-Market renewal process end-to-end - personally preparing and delivering quotes, managing follow-up cadences, and closing renewals with a consultative approach. Unlike SMB where quoting is automated, Mid-Market renewals are relationship-driven and rep-led.
- Lead structured QBRs and executive business reviews with Mid-Market stakeholders, focused on ROI and strategic fit.
- Build and maintain success plans with defined KPIs and milestone check-ins.
- Identify expansion and upsell opportunities by connecting product usage data to customer business goals.
- Deliver package and upgrade recommendations in a consultative, value-forward way.
Cross-Segment Responsibilities- Enable customers on AI features - help them understand capabilities, set realistic expectations, and track adoption outcomes.
- Triage escalations, coordinate with product and engineering, and ensure timely, high-quality resolutions.
- Be the customer's internal advocate - surface product feedback, flag friction, and represent the customer voice in roadmap discussions.
- Scale the CS motion: contribute to playbooks, onboarding templates, and reusable frameworks.
As our SMB automation matures, this role is designed to shift increasingly toward strategic Mid-Market work. If you want a path from execution to advisory, this is it.
What You'll Bring to the Table- 3-5 years in customer success, account management, or a related SaaS role.
- Proven track record driving adoption, renewals, and measurable customer outcomes.
- Experience managing a high-volume renewal book - you know what it takes to stay organized and close on time.
- Excellent written and verbal communication; comfortable presenting to both technical and business stakeholders.
- Strong project management: able to coordinate multi-stakeholder implementations and deliver on time.
- Data-informed: comfortable with dashboards, KPIs, and using data to prioritize and make decisions.
- Customer-first mindset with a bias for action and continuous improvement.
- Bachelor's degree in business or a related field preferred but not required - we value demonstrated impact over credentials.
Technical FluencyYou don't need to be an engineer, but you must be technically fluent and comfortable collaborating with product and engineering teams:
- Hands-on Salesforce experience (preferred); familiarity with Intercom or similar support/success platforms.
- Comfortable working alongside AI-assisted tooling - reviewing outputs, applying judgment, and contributing to prompt and workflow improvements.
- Practical understanding of AI/LLM capabilities and limitations, and how to position AI features to customers effectively and honestly.
- Familiarity with APIs, webhooks, SSO, and common SaaS integration patterns.
- Able to discuss data privacy, access controls, and governance requirements with customers.
Bonus Points- Experience with document automation or workflow platforms.
- Prior success selling or expanding into Mid-Market accounts.
- Experience running training or enablement webinars.
- Based in Utah / willing to work with the team in the Lehi office (preferred, not required).
What We Offer- Competitive salary (dependent on experience) + bonus/commission potential on renewals and expansion.
- Medical, dental, vision, HSA with match, 401(k) with match, and life insurance.
- 10 paid holidays + flexible PTO policy.
- Parental leave.
- Real opportunities to make an impact and grow your career as the company scales.
- Top-notch work-life balance and company culture.
