Senior Customer Success Mid Market Manager (Moveworks)

Join Moveworks, the AI Employee Front Door, as a Senior Customer Success Mid Market Manager. In this role, you will lead a team of Customer Success Managers, drive measurable value realization, and own retention outcomes across a growing book of mid-market business. You will create and execute a Mid-Market Customer Success vision, coach CSMs to build strong relationships with customers, and establish a rigorous approach to risk management. This is a high-impact role for a leader who thrives on empowering others and driving high-value customer outcomes.

• Lead and mentor a team of Customer Success Managers, setting expectations and managing performance to drive high-value customer outcomes.
• Own team-level Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) outcomes, proactively identifying risks and expansion opportunities.
• Create and execute on a Mid-Market Customer Success vision, developing playbooks and frameworks that scale best practices across the team.
• 7+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS — with meaningful time spent at the mid-market or commercial tier
• Excellent cross-functional collaboration skills with a track record of partnering effectively with Sales, Product, and Marketing
• Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes
• A strong communicator who can flex up and down — equally effective presenting to VP+ leadership as they are connecting with CSMs and ICs on the ground. Able to coach others on the team to do the same
• A high-agency operator who takes ownership, removes blockers independently, and ven experience of portfolio management to support org-level retention goals and KPIs
• 2+ years directly managing a team of CSMs; ideally a smaller team of senior ICs rather than a large team of early-career CSMs — you know the difference and it shows in how you coach
• A proven track record of successfully evolving a Customer Success Management motion including building new programs and remodeling our customer engagement model to supporting a fast-growing customer base
• Strong analytical skills with the ability to translate data into actionable insights and executive-ready narratives
• A bias for action, a passion for operational excellence, and a genuine commitment to customer outcomes. You move fast, set a high bar, and bring the team with you