Customer Success Manager (Mid-market)

Dovetail is the Customer Intelligence Platform for the entire organization. We unify fragmented feedback from every touchpoint, including sales calls, support tickets, and research, into a single AI-powered intelligence layer that empowers every team to build, sell, and serve with confidence. Founded in 2017, we are a team of 100+ across our offices in Sydney and San Francisco, working with thousands of teams from Fortune 500 companies to the world’s most innovative startups.

The best never guess. We help teams turn the noise of thousands of customer interactions into the signal required to move faster, prioritize better, and drive revenue.

This is a hands-on, commercially-minded role for an experienced Customer Success Manager. You'll carry a book of mid-market accounts, partner closely with Sales and Product, and help us mature how we deliver customer success as the business scales.

Please note that we're only able to accept applicants who are based in the following states for this role: California, Texas, Michigan, New Jersey, Arizona, New York & Florida.

What you'll do

• Own a portfolio of mid-market accounts end-to-end, from onboarding through renewal and expansion. You'll be the person customers rely on to get the most from Dovetail, which means staying close to their goals, tracking where they're succeeding and where they're stuck, and acting before problems compound.

• Run a smart, efficient book of business. Mid-market scale means you can't white-glove every interaction. You'll use AI tools to draft communications, summarise account health, prep for QBRs, and spot patterns across your portfolio so your time goes where it actually moves the needle.

• Drive adoption with intent. You'll develop a genuine understanding of how different teams use Dovetail, and connect that back to what each customer is trying to achieve. When new features ship, you'll know which customers need to hear about them and why.

• Contribute to how we do CS. We're still building the playbook here. You'll test engagement strategies, share what's working with your counterparts, and help us develop scalable approaches to activation and retention that don't rely on heroic individual effort.

• Partner with Sales on renewals and expansion. You'll maintain visibility on renewal timelines and expansion signals, and work with your Sales counterpart to ensure commercial conversations are grounded in genuine customer value, not just contract management.

What you'll bring

• 3 to 5 years in customer success or account management in a B2B SaaS environment. You've carried a real book of business and have the commercial track record to show for it: retention, churn reduction, expansion. Mid-market background is great; what matters most is that you know how to operate with a mix of breadth and depth across accounts.

• Genuine AI fluency. You already use AI tools in your day-to-day and you're curious about where that's going. You don't need to be prompted to draft with AI, create workflows with AI, or use it to think through a customer problem. It's just how you work.

• Commercial instinct. You understand the difference between a customer who's healthy and one who's just quiet. You know when to escalate, when to push, and when to let something breathe.

• Clear, direct communication. You write and speak in plain language. You can adapt your approach depending on whether you're talking to a researcher, a design lead, or a Head of Product, and you don't over-engineer it.

• Comfort with ambiguity. The processes here are still forming, which means you'll sometimes need to figure things out as you go. You're energised by that rather than frustrated by it.

• Curiosity about the product space. Experience in research, design, or product tools is a real advantage. You'll be talking to practitioners all day, and it helps to speak their language.

• Equity for everyone. Along with a competitive base salary, we offer options to keep us focused on driving long-term impact.

• An environment designed for doing your best work, wherever you are. Our Sydney office is designed to maximize in-person first collaboration, while our US team is supported with a flexible remote set up.

• Join our community. Find your people in a Doveclub, bond with your team on the regular, celebrate small wins, big milestones and cultural events with the whole company.

• Learn & Thrive. Quench your thirst for knowledge with our generous L&D allowance or get support to Thrive, not just survive, using our wellness budget.

• Ample PTO. Time off for the hard work you put in. 4 weeks accrued leave, floating public holidays and additional Kit Kat days throughout the year.

• Work from anywhere. Up to 4 weeks per year to do your job anywhere in the world.

• Generous parental leave. We offer up to 20 weeks of paid parental leave to support new parents.

• 4 weeks at 4 years. 4 years is a long time in tech, and we value loyalty. Take a well-earned break of 4 weeks off on Dovetail.

• Stellar benefits for those located in the US. Comprehensive health, dental, vision, 401(K) and more offered through Sequoia.

At Dovetail, we’re passionate about building and fostering an environment where every team member feels supported and valued. We celebrate individualism, welcoming everyone to show up as their authentic selves every day. It’s no secret that diversity builds the best teams, large or small, so we highly encourage applications from people who identify as part of an underrepresented group.

Dovetail's stance on AI

At Dovetail, we expect a proactive and thoughtful approach to AI. We look for people who are curious, pragmatic, and eager to integrate AI into their everyday work.