Customer Success Manager, Mid-Market

Ovii's Interpretation of the Role

The Customer Success Manager, Mid‑Market will own a portfolio of mid‑market accounts, driving adoption, renewals and expansion while acting as the product and industry expert for customers.

Role Snapshot

• Manage 60‑75 mid‑market accounts
• Drive product adoption and renewals
• Identify retention and expansion opportunities
• Collaborate with product & engineering
• Leverage AI tools in daily workflow
• Analyze customer health metrics

Must-Have Requirements

• Customer success management experience (3+ years)
• Client communication (written & verbal)
• Leading client‑facing meetings and presentations
• Prioritization of time, resources and tasks
• Rapid learning of technical subject matter
• Customer success management
• Client communication
• Project prioritization
• Bachelor's degree or equivalent experience

Nice-to-Have Signals

• Experience producing AI‑powered work with measurable outcomes
• AI‑enabled workflow creation

Work Setup

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

Not Specified in JD

• Visa sponsorship
• Relocation
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Own a portfolio of 60‑75 mid‑market customer accounts
• Guide customers through implementation, onboarding, adoption and renewal processes
• Monitor and report on product usage, satisfaction and goal attainment
• Proactively uncover and execute retention and expansion opportunities
• Develop deep expertise in the product, customers and private‑markets industry
• Partner with product and engineering to convey customer feedback into new features
• Integrate AI tools (e.g., Claude) into CSM activities to improve speed and quality
• Share AI‑driven best practices across the Customer Success team

Good Fit If You Have

• Passionate about customer success and outcomes
• Comfortable using AI tools to augment work
• Thrives in a fast‑changing environment
• Strong written and verbal communication skills
• Quick learner of complex technical concepts