Customer Success Manager, Mid-Market & Enterprise Accounts
Overview
You will own a defined book of mid-market and enterprise accounts at Westgr Collective in Philadelphia, leading a team of four to eight associates while managing key relationships yourself. You will drive retention, renewal forecasting, and expansion across your team's book. This player-coach role combines strategic leadership with hands-on account management, reporting health metrics and churn risk to senior leadership. You will step into at-risk accounts personally and lead the save motion end to end, partnering with sales, product, and support to turn customer feedback into product direction.
What You'll Do6
- 1Own retention, renewal forecasting, and expansion across your team's book of business
- 2Run quarterly business reviews and build executive-level relationships on key accounts
- 3Coach associates on account strategy, discovery, and difficult client conversations
- 4Partner with sales, product, and support to turn customer feedback into product direction
- 5Step into at-risk accounts personally and lead the save motion end to end
- 6Report on health metrics, churn risk, and growth pipeline to senior leadership
Requirements4
- 15+ years in customer-facing roles, with at least 2 spent leading a team
- 2Comfort with forecasting, retention metrics, and candid conversations when accounts are at risk
- 3Strong writing, sound judgment on when to pick up the phone, and a genuine interest in why customers stay
- 4SaaS or subscription experience is a plus but not a requirement
Salary Insight
$71 - $79k per year
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