Customer Success Manager - Mid-Market

About the role

As a Customer Success Manager on our mid-market team, you’ll own the relationship with new and existing customers and make sure they have the help, resources, and insights they need to get the most out of Balto. You’ll drive renewals and expansion, and build partnerships that last.

This is a fully remote position, so you can work from anywhere in the U.S.

What you’ll own

• 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.

Who we’re looking for

You’re an empathetic, organized, and driven customer success professional. You build strong relationships, learn how each customer’s business works, and connect what they need to the value Balto delivers. You’re also their advocate inside Balto, working with our teams to remove obstacles and spot opportunities to grow.

You may be a great fit if you:

• 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

Key responsibilities

Customer relationships

• 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

Adoption and value

• 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

Renewal and expansion

• 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

Risk management

• 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

What you’ll bring

Must-haves

• 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

Nice to have

• 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

Benefits

• Medical, Dental, Vision
• 401(k)
• Unlimited PTO
• Learning Stipends

Career growth

This role offers multiple paths for growth at Balto:

• Senior Customer Success Manager. Take on more complex relationships and lead higher-impact renewals and expansions.
• Enterprise Customer Success Manager. Manage larger implementations and deepen your strategic partnership skills.
• Leadership. Grow toward a Customer Success leadership track, mentoring other CSMs and driving retention and expansion.

Our hiring process

Our process includes virtual interviews and a take-home assessment. Together, they show us how you solve problems, how you communicate, and how comfortable you are with the tools and data a CSM works with every day.

Why Balto

Six values shape how we work:

• Anchor on Success. We start every task by picturing what success looks like, then set ambitious goals to get there.
• Love Every Customer. Every customer, whatever their size or complexity, should feel valued and supported.
• Talk Things Out. We solve problems through open, honest conversations, without the barriers of hierarchy.
• Always Be Growing. Everyone owns their professional development, and our culture backs them up.
• Own the Work. We take initiative, solve problems proactively, and produce results we’re proud of.
• Start with Gratitude. We recognize each other’s contributions, even in tough discussions.

Choosing Balto means joining a company where your work is meaningful, your growth is encouraged, and your contributions are valued. It’s go time.

Equal Employment Opportunity

Balto is proud to be an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all individuals are treated with respect and have equal opportunities to succeed. We make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. Balto is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process.