Customer Success Manager - Mid-Market

Balto builds AI software for contact centers. The Customer Success Manager, Mid-Market owns customer relationships and helps accounts achieve value through adoption, renewals, and expansion.

Responsibilities:

• Your book: 20 to 25 mid-market accounts, about $1.6M in total book of business
• Renewals: the full renewal process for every account in your portfolio
• Growth: retention, expansion, and adoption across your book. These are the numbers you’ll be measured on
• Build strong relationships with customers, including C-level leaders, and understand their business goals and success metrics
• Act as a trusted advisor who turns complex technical concepts into clear business outcomes
• Lead ongoing check-ins, business reviews, and renewal conversations
• Give new and existing customers the resources, guidance, and best practices they need
• Find opportunities to increase adoption and usage across customer teams
• Help customers measure and share the value they get from Balto, including ROI and performance impact
• Run the renewal process for your portfolio, including timelines, customer alignment, and execution
• Spot renewal risk early, work with internal teams to resolve it, and identify expansion opportunities
• Track customer health, usage, and engagement to prevent churn
• Identify roadblocks and adoption challenges before they become problems
• De-escalate issues and coordinate solutions to keep customers on track

Requirements:

• You're an empathetic, organized, and driven customer success professional
• Thrive on building trust and strong, lasting customer relationships
• Enjoy solving problems and connecting customer goals to measurable outcomes and ROI
• Are proactive, organized, and comfortable managing multiple accounts at once
• Work cross-functionally with product, engineering, sales, and marketing to get things done for customers
• You use AI in your daily workflow and can point to real examples of how it's made your work better or faster
• 4+ years in Customer Success, Account Management, or a related customer-facing role
• Experience managing mid-market or enterprise customer relationships, including contract renewals
• Strong business acumen and a solid grasp of Customer Success practices
• Clear, confident written, verbal, and presentation skills
• The ability to analyze data and summarize it clearly for senior stakeholders
• Strong organization and time management across a full book of accounts
• Experience with ChurnZero, Salesforce, Gong, or similar CRM and Customer Success platforms
• Experience leading change management or adoption initiatives
• Familiarity with contact centers or AI software