Mid Market CSM

The role

You will own a book of 70–80 mid-market customer accounts across the full lifecycle, from implementation and onboarding to adoption and renewal. You will build success plans, spot risk early, and find expansion opportunities with sales teams.

What you will do

• Own a book of 70–80 mid-market accounts across the full customer lifecycle.
• Build a success plan with clear metrics for every customer.
• Spot low-usage and high-risk accounts early and drive adoption, health and retention.
• Partner with Renewal Managers on renewals, including multi-year conversions.
• Source expansion pipeline in your book and work with AEs and RMs to convert it.
• Use and help build tools, including AI-powered technology, to serve many accounts at once.
• Turn happy customers into advocates for case studies, references and testimonials.
• Be the Voice of the Customer: drive escalations to resolution and manage product feedback.
• Keep account records current and retention forecasts accurate.

Required qualifications

• 3+ years in a customer-facing role such as Customer Success or Account Management at a B2B SaaS company.
• Expertise managing the post-sale customer lifecycle across a book of 50–100 accounts.
• Strong prioritization skills to run high-touch and tech-touch strategies at the same time.
• A track record of identifying expansion opportunities and partnering with sales teams to close them.
• Terrific presentation skills for executive and end-user audiences.
• The ability to use data to reach customer goals and internal goals.
• Passion and skill using AI tools to work faster and scale impact.
• Exceptional writing and verbal communication.
• Highly organized and autonomous.
• Comfortable operating in a fast-moving organization.
• Consultative, with demonstrable experience.
• Intellectually curious and ambitious.

Nice to have

• Experience with security, workplace, or physical-space technology.

Benefits

• A high degree of trust in your ideas and execution.
• An opportunity to partner and collaborate with other talented people.
• An inclusive community where you feel welcomed and cared for as a person.
• The ability to make an immediate impact in helping customers create a great workplace experience.
• Support for your personal and professional growth.

Before you apply

• Applying requires providing personal data such as your name and contact information, which is mandatory to process the application.
• Envoy is an EEO Employer and does not discriminate on protected characteristics.

About the company

Envoy unifies people, spaces and communications in one secure workplace management platform. More than 16,000 workplaces around the world use it, from manufacturing sites and data centers to labs, healthcare facilities and headquarters.