Customer Success Manager - Mid Market

Summary

Campminder provides digital solutions for summer camps and is seeking a Mid-Market Customer Success Manager. The role owns a portfolio of approximately 125 accounts, manages relationships through renewal, monitors account health, conducts business reviews, mitigates churn risks, and represents customer needs in cross-functional initiatives.

Responsibilities

• Own the relationship for a Mid-Market portfolio of roughly 125 accounts, post-sale through every renewal
• Track account health and gather feedback from camp leaders so internal teams build the right things for them
• Spot risk before it becomes a churn conversation and execute the playbooks that mitigate sentiment dips, adoption drops, and other churn signals
• Run business reviews and check-ins with camp leaders and connect Campminder’s features back to the goals that matter to their program
• Represent account needs in cross-functional conversations and make the case for product or process changes using data
• Handle account changes as they come up: add-ons, new products, churns, and other system changes related to customer health signals
• Share mid-market insights with the SMB team so lessons from complex, high-touch accounts inform the scaled motions serving smaller ones
• Help execute success campaigns: product adoption, engagement, sentiment outreach
• Support Product Marketing to ensure product launch goals are met for Mid-Market Accounts

Skills

• You can take a messy account situation and build a plan for it yourself, then loop in your manager to inform them, not to ask permission
• You can run a business review that ties Campminder's features back to what a camp is actually trying to accomplish this season, not just a feature tour
• You know how to prioritize across a portfolio of around 125 accounts, going deep with business reviews where it matters most and staying efficient everywhere else
• You read data across a portfolio (usage, sentiment, support history) and reliably spot which accounts need attention before a dip turns into a churn conversation
• You connect what one camp needs to what that might mean for the product or process more broadly, and you can make that case with data
• You've been the person other CSMs ask when they're stuck on an account
• You leverage AI and our Success Tool Stack to work smart, and efficiently

Qualifications

Must Haves

• You can take a messy account situation and build a plan for it yourself, then loop in your manager to inform them, not to ask permission
• You can run a business review that ties Campminder's features back to what a camp is actually trying to accomplish this season, not just a feature tour
• You know how to prioritize across a portfolio of around 125 accounts, going deep with business reviews where it matters most and staying efficient everywhere else
• You read data across a portfolio (usage, sentiment, support history) and reliably spot which accounts need attention before a dip turns into a churn conversation
• You connect what one camp needs to what that might mean for the product or process more broadly, and you can make that case with data
• You've been the person other CSMs ask when they're stuck on an account
• You leverage AI and our Success Tool Stack to work smart, and efficiently

Benefits

• Participation in our Annual Bonus Program with eligibility for $3,000 bonus.
• Robust medical, dental, and vision coverage options with generous employer contributions, plus a $500 employer HSA contribution for HSA-compatible plans
• Ability to choose where you work - remotely, in the office, or a mix!
• A variety of resources to support mental health and emotional well-being
• 12 weeks of 100% paid parental leave for all new parents, including via adoption, surrogacy, and foster care
• 401(k) with 4% company matching
• Trust-Based (flexible) PTO
• $900/year wellness allowance
• Company-paid subscriptions, training, and support for using AI professionally and personally.
• Paid parental leave for birthing and non-birthing parents, including for adoption, surrogacy, and foster care placement
• Paid loss leave to recover from miscarriage or stillbirth
• The company's HSA and wellness allowance contributions may be used toward childcare, eldercare, adoption fees, and fertility treatments like IVF, among other expenses.