Manager, Mid-Market Customer Success
GravytySummary
Player-coach leadership role managing a high-performing Mid-Market Customer Success team while directly managing a portfolio of accounts. Responsible for scaling the Tech Touch segment, driving renewals and expansion, and building outcomes-oriented customer engagement strategies.
Job Description
Role Purpose
The Manager of Mid-Market Customer Success is a player-coach leadership role responsible for leading and developing our Mid-Market Customer Success team while also helping build and scale our emerging Tech Touch segment. This is a hands-on position focused on driving a high-performing, outcomes-oriented team with a strong emphasis on renewals, retention, and expansion.
In addition to coaching and performance management, you will directly manage a portfolio of accounts, ensuring consistent value realization, proactive engagement, and commercial rigor across the segment. Your mission is to strengthen our mid-market success engine, introduce scalable and digital-first engagement strategies, and elevate the team’s ability to drive measurable customer outcomes and long-term growth.
Core Responsibilities
Team Leadership & Operational Strategy
- Direct Management: Lead, coach, and develop a high-performing Mid-Market Customer Success team, fostering accountability, commercial ownership, and a culture focused on renewals, retention, and expansion.
- Segment Evolution: Evolve the current SMB framework into a Mid-Market model while helping to design and scale the Tech Touch segment, balancing high-touch engagement with scalable, digital-first strategies.
- Performance Analytics: Track and report on team-wide adoption, engagement, renewal, and churn metrics to ensure overall portfolio health and drive data-informed decision-making.
- Workflow & Playbook Innovation: Refine success plans, playbooks, and workflows to provide consistent, best-in-class guidance and enable the team to deliver measurable customer outcomes.
Strategic Account Management (Player-Coach Responsibilities)
- Portfolio Ownership: Directly manage a portfolio of accounts (Mid-Market or Tech Touch), modeling proactive engagement, strategic value delivery, and commercial rigor.
- Retention & Growth: Lead renewals, identify expansion or cross-sell opportunities, and maximize customer lifetime value across assigned accounts.
- Lifecycle Engagement: Conduct high-impact success reviews and strategic check-ins, setting the standard for how the team engages their own portfolios.
- Cross-Functional Advocacy: Partner with Sales, Product, and Marketing to surface insights, influence roadmap decisions, and resolve complex customer challenges.
Requirements
- Professional Experience: 5+ years in B2B SaaS Customer Success or Account Management, with at least 2 years in a leadership or senior-level role.
- Scaled Success Expertise: Deep experience using CS platforms (e.g., Gainsight, ChurnZero) and CRM systems to build automated, data-driven customer journeys.
- Analytical Mindset: Comfortable using data insights and segmentation to prioritize interventions and drive product utilization.
- Communication Mastery: Exceptional ability to communicate complex value propositions to diverse audiences, from administrative users to executive donors.
- Cultural Alignment: A proactive, collaborative spirit with a bias toward action and a passion for the nonprofit and education sectors.
About Gravyty
At Gravyty, we are redefining how higher education, K-12, and nonprofits engage students, alumni, and donors. Our AI-powered platform transforms engagement for over 2,750 institutions, powering more than 25.5 million interactions annually. We offer a supportive, purpose-driven environment with competitive benefits and a commitment to inclusive recruitment.