Manager, Customer Success – Mid-Market

🕒 3 days ago

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CompanyCam

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

☁️ SaaS

💰 $30M Series B on 2021-10

SaaS • Construction

CompanyCam is a software platform designed specifically for contractors to manage their job site documentation. It provides tools for photo and video capture, annotations, in-app communications, and collaborative features that allow teams to document and track job progress in real-time. The platform supports integrations with other software and offers AI-powered actions to generate reports and organize information. CompanyCam is widely used across various trades, helping professionals keep projects organized, maintain accountability, and effectively communicate with teams and clients.

📋 Description

• Lead, coach, and develop a team of Mid-Market Customer Success Managers and Implementation Specialists, setting a high bar for customer outcomes and team performance • Create a culture of accountability, ownership, and continuous improvement across the customer success organization • Manage team performance across onboarding, adoption, retention, renewals, and expansion initiatives • Own team-level KPIs including GRR, NRR, customer health, implementation timelines, and retention metrics • Partner with team members on account strategy, customer escalations, renewal planning, and risk mitigation efforts • Improve onboarding workflows and implementation processes to help customers achieve value quickly and consistently • Use customer data and trends to identify risks, opportunities, and areas for operational improvement • Collaborate cross-functionally with Sales, Product, Engineering, and leadership to improve the customer experience and influence segment strategy • Support strategic customer relationships and high-impact accounts when needed • Assist with hiring, onboarding, and ongoing development of Customer Success team members

🎯 Requirements

• 3–5 years of experience in Customer Success, Account Management, Onboarding, or related customer-facing roles • 1–2 years of leadership or people management experience, preferably within SaaS or a high-growth technology environment • Experience managing customer retention, adoption, onboarding, or expansion initiatives • Strong operational mindset with experience using KPIs and customer metrics to drive decisions and improve outcomes • Excellent communication and relationship-building skills with customers, executives, and cross-functional stakeholders • Ability to balance strategic thinking with hands-on execution in a fast-paced environment • Strong problem-solving skills, customer advocacy, and a proactive approach to improving processes • Comfortable navigating ambiguity while driving accountability and clarity across teams • Experience supporting mid-market or commercial customer segments preferred • Construction, field services, or related industry experience is a plus • A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving. • A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems.

🏖️ Benefits

• meaningful equity • health insurance • retirement plans • paid time off