[Hiring] Senior Manager, Customer Success @Foley

Role Description

The Senior Manager, Mid-Market Customer Success will lead a growing team responsible for ensuring customer retention, driving expansion opportunities, reducing churn, and maximizing net revenue retention (NRR) and gross revenue retention (GRR). This role is central to Foley’s mission of delivering measurable value to our customers while building a world-class customer success function.

Joining during an exciting period of growth, this leader will have the opportunity to shape how the team operates, including enabling agentic workflows and proactive customer outreach.

What you'll do

• Lead and manage a team of ~8 Customer Success Managers serving 800+ mid-market customers, representing $16MM in revenue.
• Recruit, develop, and retain top CS talent while fostering a high-performance culture.
• Drive adoption, retention, and expansion strategies to achieve NRR, GRR, and churn retention targets.
• Partner cross-functionally with Sales, Product, Marketing, and other teams to improve the customer experience and deliver business outcomes.
• Collaborate interdepartmentally in a fully remote environment, building strong working relationships and clear communication across teams.
• Provide leadership on special projects, operational improvements, and strategic initiatives to scale the CS function.
• Lead team meetings, performance management, and coaching to ensure accountability and results.
• Utilize Planhat to monitor customer health, identify risks/opportunities, and guide data-driven decisions.
• Help build and refine workflows within Planhat, including agentic workflows and proactive customer outreach, as the CS function scales.

Qualifications

• 3+ years of experience in Customer Success leadership, including leading teams of 6–10+ Customer Success Managers.
• Strong people management skills with experience hiring and building high-performing teams.
• Proven track record of driving retention, reducing churn, and achieving NRR and GRR goals.
• Confident handling pricing conversations with customers, including during renewals and expansions.
• Experience working cross-functionally with Product, Sales, and Marketing.
• Strong cross-collaborative communication skills.
• Proven record of building engagement and accountability on a fully remote team.
• Experience leading teams through rapid growth and reorganization, with strong change management skills.
• Comfortable joining and leading customer calls, and coaching CSMs through call shadowing and role-playing.
• Strong analytical skills, including designing customer health scores, defining CS metrics, and building dashboards.
• Expertise in customer success platforms; experience with Planhat is a plus.
• Hands-on experience bringing automation and AI tools into Customer Success workflows.
• Experience in compliance, regulated-industry, or vertical SaaS is strongly preferred.
• Experience in a DOT compliance or fleet management environment is a plus.

Location

This role is primarily remote (US based), with the expectation of occasional visits to our offices for team collaboration, training, or company events. This role may be based remotely out of the following states:

• Arizona
• California
• Colorado
• Connecticut
• Florida
• Georgia
• Illinois
• Indiana
• Kansas
• Massachusetts
• Maryland
• Michigan
• Missouri
• Nebraska
• New Hampshire
• New Jersey
• New York
• North Carolina
• Pennsylvania
• Rhode Island
• South Carolina
• Tennessee
• Texas
• Virginia
• Wisconsin

Benefits

• Comprehensive benefits package that includes medical, dental, and vision coverage.
• 401(k) with company match.
• Paid time off and holidays.
• Wellness programs.
• Employee assistance program.