[Remote] Customer Success Manager, Mid-Market

Note: The job is a remote job and is open to candidates in USA. Voxel is a company focused on transforming workplace safety and operational efficiency through AI-driven technology. As a Mid-Market Customer Success Manager, you will manage the post-sale lifecycle for mid-market accounts, ensuring customer satisfaction and driving platform adoption.

Responsibilities

• Own end-to-end customer relationships across a portfolio of mid-market accounts, serving as the primary point of contact post-sale
• Drive successful onboarding and time-to-value for new customers, coordinating closely with Solutions Engineering and CS Associates
• Develop and execute account plans that drive platform adoption, engagement, and measurable safety and operational outcomes
• Lead regular business reviews with customer stakeholders, communicating ROI and aligning on goals and roadmap
• Proactively monitor account health and intervene early on churn risk, escalating to internal teams as needed
• Identify and qualify expansion opportunities within your portfolio, partnering with Sales to drive upsell and cross-sell motions
• Serve as the voice of the customer internally, sharing feedback with Product, Engineering, and Support to improve the platform experience
• Partner with and provide direction to Customer Success Associates supporting your accounts

Skills

• 3-6 years of experience in customer success, account management, or a related client-facing role, ideally in B2B SaaS
• Demonstrated track record of owning renewals, driving retention, and identifying expansion opportunities
• Strong relationship-building skills with the ability to engage stakeholders across operational and management levels
• Data-driven approach to account management, comfortable using health metrics, usage data, and business outcomes to guide decisions
• Highly organized, self-directed, and able to manage a high-volume book of business effectively
• Experience in a high-growth or early-stage SaaS environment
• Familiarity with customer success platforms (Gainsight, ChurnZero, Salesforce, etc.)
• Background in or exposure to warehouse, logistics, manufacturing, or industrial environments
• Experience managing or mentoring junior CS team members

Benefits

• Extensive / generous health, dental, and vision insurance
• Highly competitive paid parental leave and support system
• Ownership in the business through an Equity Incentive Plan
• Generous paid time off and / or flexible work arrangements
• Daily meals in-office, vibrant company events, team-building
• 401K retirement plan, HSA options, pre-tax commuter benefits

Company Overview