Mid Market Customer Success Manager, Seso

• At least 2 years experience in Customer Success, Account Management, or a similar customer-facing role managing a portfolio of customers
• Demonstrated renewal and retention ownership in a recurring revenue environment
• Strong written and verbal communication, including leading customer calls and managing expectations
• Strong operational and technical aptitude. Able to learn software quickly and troubleshoot basics
• Comfort using data to prioritize work and assess customer health
• Proficient in both English and Spanish
• Ability to travel up to 15% of the time

Desirable

• Seso is hiring a Mid Market Customer Success Manager (CSM 2) to own a book of mid-market customers and drive retention, adoption, and renewals. This role is highly cross-functional and requires strong customer communication, operational rigor, and comfort navigating complex, time-sensitive workflows
• Own a book predominantly comprised of mid-market customers
• Run structured onboarding and ongoing success plans to drive adoption and outcomes
• Manage inbound customer requests and issues. Triage quickly and coordinate resolution with internal teams
• Proactively engage customers to prevent issues, improve product usage, and reduce churn risk
• Build and maintain relationships with key customer stakeholders
• Drive renewals for customers in your book, including risk identification, save plans, and renewal execution
• Identify and support expansion opportunities in partnership with Sales
• Act as a customer advocate internally. Share clear context and feedback with Product and Operations partners
• Maintain excellent data hygiene across Seso systems, including accurate notes, health signals, and next steps
• Proactively monitor customer health metrics and implement retention strategies
• Serve as an escalation point for complex customer issues. Lead cross-functional action plans to resolution
• Model strong judgment, customer-first communication, and solution-oriented problem solving
• Informally mentor other CSMs by sharing best practices and helping unblock tricky situations