Mid-Market Customer Success Manager

Position Overview

The Mid-Market Customer Success Manager (CSM) plays a critical role in ensuring mid-sized customers realize the full value of their Pinnacle Series subscription. Operating in a low-touch, high-impact model, this role combines automation, digital campaigns, and scalable resources with strategic customer guidance. The CSM acts as a trusted advisor, empowering customers to become self-sufficient by aligning Pinnacle Series with their internal goals, workflows, and success metrics. Embracing a modern, scalable approach, the CSM relies on project plans, digital engagement, and customer data rather than traditional high-touch 1:1 meetings to drive adoption and outcomes.

Responsibilities

• Customer Engagement & Adoption
• • Guide customers toward self-sufficiency using scalable tools like Project Guides, Project Plans, and curated resources.
  • Build strategic relationships with key stakeholders to understand their business objectives and align Pinnacle Series usage accordingly.
  • Recommend and help configure features and best practices that accelerate onboarding and long-term adoption.
  • Deliver product demonstrations during both pre-sale and post-sale phases to highlight value and capabilities.
• Strategy & Insights
• • Define and track customer goals, success criteria, and adoption benchmarks.
  • Leverage usage data, health scores, and system-generated alerts to identify and act on key opportunities or risks.
  • Identify adoption barriers and deliver targeted, automated campaigns or enablement resources to overcome them.
  • Surface potential risks early and engage customers strategically to course-correct.
• Internal Collaboration
• • Partner with internal teams (Sales, Support, Product, etc.) to ensure seamless handoffs and optimal customer experience.
  • Support renewal readiness by ensuring customers recognize ongoing value and are progressing toward their goals.

Requirements

• Bachelor's degree in Business, Organizational Development, Education, or related field preferred.
• Experience managing a portfolio of accounts in a low-touch, tech-enabled environment.
• Strong understanding of customer success principles and SaaS adoption lifecycles.
• Proven ability to influence customer outcomes using digital tools, automation, and data insights.
• Familiarity with digital customer engagement tools (e.g., customer journeys, email campaigns).
• Excellent communication skills with the ability to deliver value without constant 1:1 interaction.
• Analytical mindset with the ability to interpret usage data and customer behavior to inform strategy.
• Highly organized, resourceful, and capable of managing multiple priorities across a diverse book of business.

Additional Details

• Work Schedule: Flexible hours required to support customers across time zones. Occasional early morning or late evening meetings may be necessary.
• Travel: Occasional travel may be required for customer visits, conferences, or team collaboration (estimate <10%).

Physical Requirements

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Average hearing and visual acuity.
• Able to use a phone and computer.
• Ability to travel.