Note: The job is a remote job and is open to candidates in USA. Voxel is a company focused on transforming workplace safety and operational efficiency through AI-driven technology. As a Mid-Market Customer Success Manager, you will manage the post-sale lifecycle for mid-market accounts, ensuring customer satisfaction and driving platform adoption.
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
Skills
- 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
Benefits
- Extensive / generous health, dental, and vision insurance
- Highly competitive paid parental leave and support system
- Ownership in the business through an Equity Incentive Plan
- Generous paid time off and / or flexible work arrangements
- Daily meals in-office, vibrant company events, team-building
- 401K retirement plan, HSA options, pre-tax commuter benefits
Company Overview
Voxel enhances workplace safety and operational efficiency by transforming existing security cameras into intelligent monitoring systems. It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://www.voxelai.com.