Mid-Market Customer Success Manager

The Mid-Market Customer Success Manager will manage strategic relationships as the trusted advisor for assigned clients, driving revenue retention and expansion opportunities. This role focuses on delivering positive business outcomes across all Ncontracts solutions.

Key Responsibilities:

• Manage a portfolio of Strategic & Growth clients throughout their post-sales journey, including kickoff, adoption, renewals, and advocacy.
• Drive business process recommendations to accelerate adoption, retention, expansion, and value achievement while mitigating risks.
• Stay updated on evolving product/service offerings for Ncontracts clients.
• Collaborate cross-functionally with Product, Sales, and Support teams to facilitate outcomes.
• Track and monitor the customer base, identifying growth and upsell opportunities.
• Prepare and deliver Business Reviews effectively and strategically.
• Develop an advanced knowledge of our SaaS software solutions and related services.
• Understand the business objectives of typical customers and the outcomes they seek from our solutions.
• Gain a working knowledge of the market and environment in which our customers operate.

Essential Qualifications:

• 3+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role.
• Experience working with complex, multi-divisional, multi-geographical customers.
• Experience developing relationships with customer C-Suite.
• Ability to influence and affect change.
• Analytical skills in both quantitative and qualitative domains, comfortable with PowerPoint, Excel, and Word.
• Expertise in managing dozens of competing demands and limited time.
• Team-oriented and results-driven to deliver for customers.
• Proven track record as a strategic Customer Success Manager.
• Passion for building a great company and product.
• Intellectually curious, adaptable, and a catalyst for growth.
• Ideal team player with a hungry, humble, and smart mindset.
• Strong customer focus.