Customer Success Manager, Mid-Market
External
Voxel · WorldwidePrepare for this interview
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About the role
Industrial labor powers our world and protecting the people who do that work is both a moral imperative and a business advantage. At Voxel, we're transforming workplace safety and operational efficiency through AI-driven computer vision technology that helps organizations see unseen risks before incidents occur. Voxel's platform enables Fortune 500 safety and operations leaders to uncover root causes, drive proactive risk reduction, and make smarter, data-driven decisions. Our Solutions Engineering team ensures customers successfully adopt, deploy, and scale Voxel across complex enterprise environments. As a Mid-Market Customer Success Manager at Voxel, you will own the full post-sale lifecycle for a portfolio of mid-market accounts, from onboarding through renewal and expansion. You'll serve as the primary relationship owner for your customers, driving platform adoption, delivering measurable value, and ensuring long-term retention. You'll also work closely with Customer Success Associates who support site-level training and deployment across your book of business. This is a great fit for a driven CSM who thrives on owning outcomes, building strong customer relationships, and operating with a high degree of autonomy.
Responsibilities
- Own end-to-end customer relationships across a portfolio of mid-market accounts, serving as the primary point of contact post-sale.
- Drive successful onboarding and time-to-value for new customers, coordinating closely with Solutions Engineering and CS Associates.
- Develop and execute account plans that drive platform adoption, engagement, and measurable safety and operational outcomes.
- Lead regular business reviews with customer stakeholders, communicating ROI and aligning on goals and roadmap.
- Proactively monitor account health and intervene early on churn risk, escalating to internal teams as needed.
- Identify and qualify expansion opportunities within your portfolio, partnering with Sales to drive upsell and cross-sell motions.
- Serve as the voice of the customer internally, sharing feedback with Product, Engineering, and Support to improve the platform experience.
- Partner with and provide direction to Customer Success Associates supporting your accounts.
Requirements
- Required Qualifications
- 3-6 years of experience in customer success, account management, or a related client-facing role, ideally in B2B SaaS.
- Demonstrated track record of owning renewals, driving retention, and identifying expansion opportunities.
- Strong relationship-building skills with the ability to engage stakeholders across operational and management levels.
- Data-driven approach to account management, comfortable using health metrics, usage data, and business outcomes to guide decisions.
- Highly organized, self-directed, and able to manage a high-volume book of business effectively.
- Experience in a high-growth or early-stage SaaS environment.
- Familiarity with customer success platforms (Gainsight, ChurnZero, Salesforce, etc.).
- Background in or exposure to warehouse, logistics, manufacturing, or industrial environments.
- Experience managing or mentoring junior CS team members.
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