Customer Success Manager - Mid Market

Campminder's Flexible Working Location

Our employees have the option to work 100% remotely within the United States or their choice of days at home and at our office in Boulder, Colorado. We host a variety of all-company hybrid meetings and social events. We require anybody working remotely to have a very reliable, high-speed internet connection.

Why Choose Campminder

• With 20+ years experience of serving the industry through its digital transformation, we’re stable, profitable, and have developed a loyal customer base (that continues to grow).
• We build software for summer camps, an industry that enables meaningful experiences for kids.
• We work on interesting, ambitious projects that create real value for our clients.
• We know our team members feel their work has an impact on the organization’s purpose.
• At the same time, we are genuinely committed to work/life balance. Our team members feel they have the flexibility to take time off when needed and feel supported in making use of flexible working arrangements.
• We invest in emerging technology and cutting-edge leadership and are proud to take an “AI-Enabled” approach in our solutions.
• We’ve been listed on Outside Magazine’s 50 Best Places to Work for 8 consecutive years for our values-led culture and employee experience.

Compensation

Compensation: Our target hiring range is $65,000-$100,000 plus participation in our Annual Bonus Program with eligibility for $3,000 bonus. Actual compensation will be commensurate with experience and skills.

Role Mission & Overview

As a Mid-Market CSM, you’ll own Campminder’s Mid-Market tier: a tier of roughly 400 accounts where you have room to run business reviews that tie Campminder back to what each program is trying to accomplish. You’ll spot risk before it becomes a churn conversation and represent your camps in cross-functional conversations backed by data.

Responsibilities

• Own the relationship for a Mid-Market portfolio of roughly 125 accounts, post-sale through every renewal.
• Track account health and gather feedback from camp leaders so internal teams build the right things for them.
• Spot risk before it becomes a churn conversation and execute the playbooks that mitigate sentiment dips, adoption drops, and other churn signals.
• Run business reviews and check-ins with camp leaders and connect Campminder’s features back to the goals that matter to their program.
• Represent account needs in cross-functional conversations and make the case for product or process changes using data.
• Handle account changes as they come up: add-ons, new products, churns, and other system changes related to customer health signals.
• Share mid-market insights with the SMB team so lessons from complex, high-touch accounts inform the scaled motions serving smaller ones.
• Help execute success campaigns: product adoption, engagement, sentiment outreach.
• Support Product Marketing to ensure product launch goals are met for Mid-Market Accounts.

Qualifications

• You can take a messy account situation and build a plan for it yourself, then loop in your manager to inform them, not to ask permission.
• You can run a business review that ties Campminder’s features back to what a camp is actually trying to accomplish this season, not just a feature tour.
• You know how to prioritize across a portfolio of around 125 accounts.