Manager, Customer Success (Mid-Market)

We are looking for a Manager of Customer Success to join our USA team! 

• Are you passionate about leading program delivery and adoption? 

• Do you enjoy resolving difficult issues tailored to client needs? 

SAI360 – Who We Are

SAI360 is giving companies a new perspective on risk management. By integrating Governance, Risk, Compliance (GRC) software and Ethics &Compliance Learning resources, SAI360 can broaden your risk horizon and increase your ability to identify, manage, and mitigate risk. See risk from every angle. Visit www.sai360.com.

Job Scope and Accountabilities:

The Manager, Customer Success (Mid-Market) is responsible for leading a team of Customer Success Managers who support mid-market customers with higher-volume portfolios. This role is focused on consistent execution, coaching, and operational rigor to ensure customer value delivery and renewal readiness across the mid-market segment.

This role reports directly to the VP, Customer Success & Learning Services and operates in parallel with the Senior Manager, Customer Success. The Manager, Mid-Market partners closely with the Senior Manager to ensure alignment on customer success standards, while retaining full ownership of the mid-market team and outcomes.

The Manager partners closely with the Senior Manager, Customer Success to align on priorities, escalate risks, and ensure mid-market customers are positioned for long-term success and retention.

Key Responsibilities:

• 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

Qualifications and Experience Required:

• 6+ years of experience in Customer Success, account management, consulting, or a related customer-facing role

• 3+ years of people management experience leading customer-facing teams

• Proven ability to manage scaled customer portfolios while maintaining strong customer relationships

• Demonstrated success driving retention and customer outcomes through structured success practices

• Strong communication and stakeholder management skills, with the ability to influence without authority

• Analytical mindset with comfort using data to drive decisions and improvements

• Experience partnering cross-functionally with Sales, Product, and Operations

• Familiarity with Salesforce and Customer Success tooling

• Experience in Ethics & Compliance, Learning, or related SaaS environments preferred

Interpersonal Skills:

• Operate with integrity and in full compliance with company policies and applicable laws

• Model accountability, ownership, and customer-first decision-making

• Foster a collaborative, inclusive, and high-performance team culture

As required by applicable Pay Transparency laws, the base salary range for this position is $105,000 - $135,000 plus opportunities for bonuses or commission. Exact compensation may vary based on skills, experience, and location.

Why SAI360? 

We pride ourselves on providing great employee programs that are centered on supporting the health, wellness, and ongoing training and development of our people within a flexible work environment. In the U.S., our competitive employment package includes health insurance and pet insurance to support your family no matter what it looks like. We offer both time off and quarterly wellness days for downtime to help our people refresh so we can all thrive. In our remote-first workplace, our people embrace the diverse ideas and work styles of global collaboration with the right tools to succeed in your role no matter where you are located. We offer competitive compensation, a bonus incentive plan, and a strong 401(k) match.

We are headquartered in Chicago and have locations throughout the U.S., and we operate across Europe, the Middle East, Africa, the Americas, Asia and the Pacific.

SAI360 is an equal opportunity employer and makes hiring decisions based on experience, skills, aptitude, and can-do approach. Apply today and come join our team!