Customer Success Manager, Mid-Market

🌎 Location: Remote within the US 

⬆ Reporting Into: Head of Customer Success, Mid-Market 

💰Compensation:  $70,000 - $100,000 base salary with total expected compensation of $110,000 - $140,000 based on qualifications and experience. 

About Ceros

At Ceros, we believe content is your most valuable asset. It forms the foundation of your brand, shaping first impressions and setting the stage for successful engagement with your audience throughout every stage of the buying journey. In a world where buyers are inundated with endless media, the need for your content to cut through the noise is critical to ensuring it has an impact.

Our no-code content creation platform empowers businesses to transform the buying journey with rich, interactive content that captures the attention of today’s busy buyers and drives real business outcomes. The platform makes it faster, easier, and more cost-effective to create premium content, allowing businesses to scale it across their go-to-market programs.

Today, Ceros powers some of the most engaging experiences on the web. In 2023 alone, interactive content created with Ceros — from landing pages and pitch decks to case studies and guides — was viewed more than half a billion times, with over 3 million comments added using MarkUp, our visual collaboration tool.

Working at Ceros means making an impact at scale. Our products and services are beloved by over 500,000 users and leveraged by leading brands including Workday, Colliers, Getty, McKesson, and McKinsey. Ceros is backed by top-tier investors, including Sumeru Equity Partners, Grotech Ventures, Greycroft, and Starvest Partners.

The Role

As a Mid-Market Customer Success Manager, you will be a trusted advisor to major Mid-Market customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding customer requirements, onboarding new customers, driving adoption and retention, finding areas of expansion, and ensuring ongoing satisfaction. Monitoring the health of customer relationships, you will predict and navigate customer challenges and offer solutions that drive satisfaction and ultimately lead to retention, and cross-sell/up-sell opportunities. 

Key Responsibilities 

• Strengthen Mid-Market client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement 
• Assess customer health and provide monthly check-ins to provide ongoing value 
• Serve as a client advocate and work with the Account Executive to drive strong renewal rates, reduce churn, and generate expansion opportunities through price increases and/or inclusion of new teams to Ceros 
• Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements and goals
• Collaborate with relevant ecosystem partners in professional services, customer support, or marketing organizations to ensure client success measures are met
• Develop and execute strategic plans for internal stakeholders as well as quarterly business reviews
• Bring value to clients beyond the technology through event promotion and sharing content program best practices 
• Quickly identify accounts where usage is low, understand why, and take action to increase adoption  
• Renew customers at a 90% or higher ratio 

Practical stuff we anticipate you having

• 3+ years of quota-holding customer success/account management experience in a SaaS business environment 
• Experience balancing the needs of multiple stakeholders and working under tight time frames with resource constraints (3-5 years) 
• Proven track record in a client-facing role, driving client engagement, handling difficult situations and challenges, and delivering exceptional client experiences
• Demonstrates a high degree of organization and proficiency leveraging internal systems 
• Excellent communication skills and confidence to build relationships at all levels

Key Things to Know

• This is a full-time position
• This is a remote-first role

Benefits

📈 Stock options

🏥 Premium health insurance*

🏦 401K matching*

👶 16-weeks paid parental leave for primary caregiver

🌴 Flexible vacation days

🤒 Paid Sick days

🧘 Wellness Fridays

💵 Stipend for your home office setup

💻 Excellent gear (Macbook Air, external monitor, etc.)

👩‍💻👨‍💻  Stipend towards experiences in which Cerosians can collaborate, educate, and create social connections with one another

🏢 Unlimited access to co-working spaces around the globe

*Varies based on location

At Ceros, we are deeply committed to the recruitment, retention, and growth of diverse talent; uniting people from unique backgrounds in our shared passion for unlocking creativity through technology.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information.  We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.