Mid-Market Customer Success Manager

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences. Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies , and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work . With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together! Position Overview: As a member of Iterable's Customer Success team, you manage relationships with high-value Mid-Market ($70K - 250k+ ARR) customers. You will build long-standing partnerships by making sure our customers see as much value as possible from the product. You will develop relationships with both daily users and executive stakeholders, to grow their use of Iterable and expand the ARR of the customer. The role is ideal for a solutions-oriented, customer-first problem solver who can own the customer experience and navigate large organizations to identify key stakeholders. As a member of the Mid-Market Customer Success team, you will work in partnership with our Product Team to provide feedback from our clients to ensure the Iterable platform aligns with the needs of sophisticated brand marketers. One of our core values is growth mindset, and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description. Responsibilities: Proactively manage a book of Mid Market level ($70K - 250K+ ARR) Iterable customers Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion Maintain a trusted advisor relationship with each assigned client Lead regularly scheduled check-ins, produce Executive Business Reviews (may require onsite travel), and drive client satisfaction Forecast retention and growth across your book of business, working closely with your Customer Account Manager (CAM) partner on expansion opportunities Work with the Support team and other cross functional teams to triage any issues faced by your customers Understand how customers are using Iterable and provide recommendations for product adoption to increase customer ROI realized with Iterable Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions Qualifications: Ability to proactively own the entire customer experience, from onboarding through expansion Exceptional communication and interpersonal skills Comfort with presenting complex information to executives Strong ability to understand technical concepts and problem-solve Desire to teach new customers about the platform Passion for startups, software, and SaaS products Willingness to travel up to 25% of the time Experience with email marketing, p ... (truncated, view full listing at source)