Customer Success Manager, Mid-Market

Ovii's Interpretation of the Role

The Customer Success Manager will own a portfolio of mid‑market accounts, guiding customers through onboarding, adoption, and renewal while acting as the product and industry expert. The role blends relationship management, project execution, and AI‑enhanced workflow to drive satisfaction and product impact.

Role Snapshot

• Manage 60‑75 mid‑market accounts
• Drive onboarding, adoption, and renewals
• Leverage AI tools (e.g., Claude) in daily workflow
• Collaborate with product & engineering on feature feedback
• Analyze customer metrics for health and goals
• Present to executive stakeholders

Must-Have Requirements

• Customer success / account management
• Client communication (written and verbal)
• Executive stakeholder presentations
• Project & prioritization
• Technical learning agility
• AI tool utilization (Claude)
• Customer metrics analysis
• Customer success management
• Bachelor's degree or equivalent

Nice-to-Have Signals

• Experience producing AI‑powered work with measurable outcomes
• AI‑powered work with measurable outcomes

Work Setup

• Location: USA, USA
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: United States
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Relocation
• Travel
• Security clearance
• Coding test

What You'll Likely Work On

• Own a portfolio of 60‑75 existing customers and ensure their ongoing success
• Guide customers through implementation, onboarding, product adoption, and renewal processes
• Monitor and report on adoption, satisfaction, and goal‑achievement metrics
• Develop deep expertise in the product, industry, and each customer’s business
• Partner with product and engineering to shape new features based on customer feedback
• Integrate AI tools such as Claude into CSM activities to increase speed and quality
• Identify AI‑driven workflow improvements and share best practices across the team
• Contribute to internal projects that enhance operational infrastructure

Good Fit If You Have

• Enjoys using AI to boost productivity and quality
• Thrives in fast‑changing, high‑growth environments
• Passionate about helping customers achieve their goals
• Comfortable presenting to senior executives
• Quick learner of complex technical topics