Role overview
The Customer Success Manager, Mid-Market manages 60–75 existing customer accounts using a private-markets technology platform. The role brings together relationship management, project coordination, product expertise, and AI tools such as Claude to improve customer health, increase adoption, and deliver retention and expansion outcomes.
Managing the Customer Lifecycle
- Guide end users through implementation, onboarding, product adoption, and renewals across an assigned portfolio.
- Review adoption, satisfaction, and customer-goal metrics to understand account performance.
- Identify and pursue opportunities to retain customers and expand their use of the platform.
- Build detailed knowledge of customers, the product, and the private-markets industry.
- Contribute to internal projects that strengthen operational infrastructure.
- Bring customer needs to Product and Engineering so new capabilities reflect users' priorities.
- Use AI tools, including Claude, within everyday customer success work to improve preparation, speed, and service.
- Find further applications for AI across the portfolio and individual workflows, sharing successful methods with colleagues.
Experience and Qualifications
- At least five years of professional experience, including three or more years in a relevant customer success management role.
- Experience communicating with customers in writing and verbally, and leading meetings and presentations attended by stakeholders at multiple levels, including executives.
- A commitment to helping customers succeed with a product or service.
- Ability to prioritize time, resources, tasks, and people to meet deadlines and goals.
- Evidence of learning complex technical material quickly and a continuing interest in expanding that knowledge.
- Thoughtful, consistent use of AI for core CSM deliverables, including providing effective context and a concrete example of improved quality, speed, or customer readiness.
- Comfort working through change in an evolving environment.
- A bachelor's degree or equivalent professional experience.
Preferred experience:
- Creating AI-supported work that others reuse, or implementing AI-enabled improvements with measurable results.
Work Arrangement and Compensation
This full-time opening is located in the USA and offers remote work. Office attendance is optional for employees who prefer it; collaboration is supported through digital-first operations.
Compensation includes base salary, bonus, equity, and benefits. The U.S. base salary range is USD $86,000–$105,000. The separate Canadian base salary range is CAD $77,000–$96,000. Actual base pay depends on experience, skills, location, and applicable local minimum-pay requirements.
Benefits and Development
- Health, dental, and vision coverage for employees and their families, plus life insurance and mental wellness coverage.
- Fertility and growing-family support.
- Flexible time off and company-paid holidays.
- Paid family, medical, and bereavement leave policies.
- Retirement savings plans.
- An allowance for home workspace and technology, plus an annual professional-development stipend.
Applicants are encouraged to apply even if they do not meet every qualification. The workplace values inclusion, open discussion, collaboration, and feedback. Additional compensation and benefit details are available from the recruiter.