Customer Success Manager - Mid Market

• 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.

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.

• 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.

• 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, going deep with business reviews where it matters most and staying efficient everywhere else.
• You read data across a portfolio (usage, sentiment, support history) and reliably spot which accounts need attention before a dip turns into a churn conversation.
• You connect what one camp needs to what that might mean for the product or process more broadly, and you can make that case with data.
• You’ve been the person other CSMs ask when they’re stuck on an account.
• You leverage AI and our Success Tool Stack to work smart, and efficiently.

1. 30 min - Interview with People & Culture
2. 60 min - Interview with Hiring Manager
3. 60 min - Panel interview with CSM Team
4. 30 min - Interview with Chief Client Experience Officer

We're actively taking steps to make sure our culture is inclusive and that our processes and practices promote equity for all, including people of color, people from working-class backgrounds, women, and members of the LGBTQ+ community. We welcome and encourage applications from people with these identities or members of other historically marginalized groups.

Research shows that women and people of color tend not to apply to jobs unless they believe they are 100% qualified and apply to fewer senior-level positions. With that in mind, we encourage you to apply if you're not sure whether you meet our qualifications. We'd love to have the opportunity to consider you!

We encourage applications from parents, parents-to-be, and those responsible for the caretaking of others. We offer paid parental leave for birthing and non-birthing parents (including for adoption, surrogacy, and foster care placement) and paid loss leave to recover from miscarriage or stillbirth. The company's HSA and wellness allowance contributions may be used toward childcare, eldercare, adoption fees, and fertility treatments like IVF, among other expenses.