Customer Success Manager - Mid-Market

## The Role

We're hiring a **Customer Success Manager** for our mid-market book. You'll own a portfolio of contact-center customers from the moment Implementation hands them over, and your job is to make Balto stick: drive adoption on the floor, prove the value back to the buyer, and turn a first contract into a multi-year partnership. This is a role for someone who treats a renewal as the outcome of a year of good work, not a conversation in the last month.

## What You'll Do

- Own adoption, retention, and growth across a book of mid-market contact-center accounts
- Build the relationships that matter, from the ops supervisor watching daily call guidance to the VP who signed the contract
- Read usage data for what it's telling you: which playbooks are landing, which agents aren't using guidance, where a quiet account is about to churn
- Run quarterly business reviews that show real outcomes (talk time, compliance, conversion), not a feature tour
- Partner with Implementation on clean handoffs and with Sales on expansion, and feed recurring customer friction back to product

## What We're Looking For

- Experience in Customer Success or Account Management, ideally for a SaaS product where daily adoption drives the renewal
- You can read a usage dashboard and know which account needs a call this week before the numbers go red
- Comfortable in a room with both a frontline supervisor and an executive sponsor, speaking to each in their language
- A track record you can talk about honestly: net retention, expansion, the save you're proud of and the churn you learned from

## Strong Advantages

Nice-to-haves, not strict requirements.

- You've carried contact-center, CX, or agent-facing software, so you know the floor
- Experience with usage-driven renewals where the product has to be used, not just purchased
- You've built a QBR motion or a health-score model from scratch rather than inheriting one

## Why This Role Is Special

Contact centers feel the difference Balto makes every single day, on every guided call, which makes the value story refreshingly concrete. You're close enough to the floor to see adoption happen in real time, and early enough on the mid-market team to shape how we keep customers for the long run.

## Location

Remote in the US, or in our St. Louis office if you're local.

## Next Steps

Tell us about one mid-market account you grew and how you knew it was working. We care more about how you think about a book than about logos.