Manager, Customer Success Mid-Market

<div class="content-intro"><h2>Hi, we’re CompanyCam.</h2> <p>We’re a simple-to-use photo documentation and productivity app for contractors of all commercial and home services industries. Packed with intuitive functionality, CompanyCam facilitates unparalleled communication and accountability across a contractor’s entire business. We’re committed to providing a consumer-grade, game-changing experience that helps our users build trust within their company and with their customers.</p> <p>But don’t let that corporate description fool you—the people behind our buttoned-up product are laid-back (but hardworking), genuine, and kickass, and you could be one of them!</p></div><h2>The Role</h2> <p>At CompanyCam, the Sr. Manager, Mid-Market Customer Success leads a team responsible for delivering exceptional onboarding, adoption, retention, and expansion outcomes for our mid-market customers. This role owns the post-sale customer lifecycle and is accountable for driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), implementation success, and long-term customer growth.</p> <p>This is a highly visible leadership role for someone who thrives in a fast-paced SaaS environment and enjoys balancing people leadership, operational excellence, and strategic customer engagement. The ideal candidate is both a builder and a coach — capable of scaling processes, developing high-performing teams, and stepping directly into complex customer situations when needed.</p> <p><strong>Location:</strong> This is a remote position. You must live and work permanently in the U.S. to be considered.</p> <p></p> <h2><strong>What You'll Do</strong></h2> <ul> <li>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</li> <li>Create a culture of accountability, ownership, and continuous improvement across the customer success organization</li> <li>Manage team performance across onboarding, adoption, retention, renewals, and expansion initiatives</li> <li>Own team-level KPIs including GRR, NRR, customer health, implementation timelines, and retention metrics</li> <li>Partner with team members on account strategy, customer escalations, renewal planning, and risk mitigation efforts</li> <li>Improve onboarding workflows and implementation processes to help customers achieve value quickly and consistently</li> <li>Use customer data and trends to identify risks, opportunities, and areas for operational improvement</li> <li>Collaborate cross-functionally with Sales, Product, Engineering, and leadership to improve the customer experience and influence segment strategy</li> <li>Support strategic customer relationships and high-impact accounts when needed</li> <li>Assist with hiring, onboarding, and ongoing development of Customer Success team members</li> </ul> <h2><strong>The Impact You'll Have</strong></h2> <p><em><strong><span class="notion-enable-hover" data-token-index="0">At CompanyCam, your work makes a real impact.</span></strong><span class="notion-enable-hover" data-token-index="1"> Whether you're writing code, supporting customers, or designing experiences, your contributions directly shape the product we deliver and the people we serve. We're building something that helps real people solve real problems—and we believe that kind of work is best done by a team that reflects the world around us. </span></em><span class="notion-enable-hover" data-token-index="2"><em>I</em><strong><em>n this role, you’ll drive impact by:</em><br></strong></span></p> <ul> <li>Lead and develop a high-performing Mid-Market Customer Success team focused on onboarding, adoption, retention, and expansion</li> <li>Drive measurable improvements in GRR, NRR, implementation timelines, and overall customer health</li> <li>Build scalable processes and operational frameworks that improve the customer lifecycle experience</li> <li>Partner cross-functionally with Sales, Product, and leadership to improve customer outcomes and segment strategy</li> <li>Strengthen customer relationships by supporting strategic accounts, mitigating risk, and driving long-term value realization</li> <li>Create a culture of accountability, ownership, and continuous improvement across the Customer Success organization</li> </ul> <h2><strong>What You'll Bring</strong></h2> <ul> <li>3–5 years of experience in Customer Success, Account Management, Onboarding, or related customer-facing roles</li> <li>1–2 years of leadership or people management experience, preferably within SaaS or a high-growth technology environment</li> <li>Experience managing customer retention, adoption, onboarding, or expansion initiatives</li> <li>Strong operational mindset with experience using KPIs and customer metrics to drive decisions and improve outcomes</li> <li>Excellent communication and relationship-building skills with customers, executives, and cross-functional stakeholders</li> <li>Ability to balance strategic thinking with hands-on execution in a fast-paced environment</li> <li>Strong problem-solving skills, customer advocacy, and a proactive approach to improving processes</li> <li>Comfortable navigating ambiguity while driving accountability and clarity across teams</li> <li>Experience supporting mid-market or commercial customer segments preferred</li> <li>Construction, field services, or related industry experience is a plus</li> <li>Strong operational mindset with experience managing KPIs, processes, and customer performance metrics</li> <li>Experience partnering cross-functionally with Sales, Product, and leadership teams</li> <li>A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving.</li> <li>A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems.</li> </ul> <h2>Benefits &amp; Compensation</h2> <p>T<span class="notion-enable-hover" data-token-index="1">his is a salaried position at CompanyCam. Our starting salary range is </span><strong><span class="notion-enable-hover" data-token-index="2">$81,000 </span></strong><span class="notion-enable-hover" data-token-index="3">per year and is based on experience. Our average on target earnings (OTE) are around </span><strong><span class="notion-enable-hover" data-token-index="4">$105,000.</span> </strong>&nbsp;We also offer meaningful equity and other <a href="https://companycam.com/careers#Benefits">benefits</a>.</p> <p><em>CompanyCam is an equal-opportunity employer committed to respect, inclusion, and growth. We work hard, take responsibility, and support each other. Great ideas come from all backgrounds, and we carefully consider every applicant without regard to personal characteristics or traits. Even if your work experience doesn’t align perfectly, we encourage you to apply. What really matters to us is your potential, your passion, and your commitment to learning, innovation, and contributing meaningfully to our team.</em></p> <p>For any accommodations or technical issues related to the online application or interview process, please email&nbsp;<a href="mailto:jobs@companycam.com">jobs@companycam.com</a>&nbsp;and we’ll respond promptly. Please do not include any medical or health information in your message.</p> <p><strong>Note:</strong>&nbsp;Resumes sent to this email will <strong>not be reviewed or responded to</strong>. To be considered for a position, you must apply directly through our <a href="https://companycam.com/careers">careers page</a>.</p>