• Lead, coach, and develop a team of Mid-Market Customer Success Managers, including hiring, onboarding, performance management, and career development • Drive customer value realization and renewal readiness across the mid-market portfolio, ensuring customers achieve intended business outcomes • Ensure strong, consistent execution of the Customer Success playbook, including success planning, engagement cadence, and health management health scoring, and renewal readiness practices • Partner closely with the Senior Manager, Customer Success to align on standards, objectives, and cross-segment priorities • Act as an escalation point for complex or at-risk mid-market accounts • Serve as a voice of the customer internally, synthesizing feedback and trends to influence Product, Services, and operational improvements • Partner with Account Management to support renewals and identify expansion opportunities, maintaining a 90% GRR • Use data and insights to monitor customer health, adoption, and team performance; proactively address risks • Collaborate with CS Operations and Customer Success leadership to improve tooling, processes, and scalability • Reinforce a culture of accountability, ownership, and customer-first decision-making within the team