Customer Success Manager, Mid-Market

WHO WE ARE Industrial labor powers our world and protecting the people who do that work is both a moral imperative and a business advantage. At Voxel, we're transforming workplace safety and operational efficiency through AI-driven computer vision technology that helps organizations see unseen risks before incidents occur. Voxel's platform enables Fortune 500 safety and operations leaders to uncover root causes, drive proactive risk reduction, and make smarter, data-driven decisions. Our Solutions Engineering team ensures customers successfully adopt, deploy, and scale Voxel across complex enterprise environments. THE ROLE As a Mid-Market Customer Success Manager at Voxel, you will own the full post-sale lifecycle for a portfolio of mid-market accounts, from onboarding through renewal and expansion. You'll serve as the primary relationship owner for your customers, driving platform adoption, delivering measurable value, and ensuring long-term retention. You'll also work closely with Customer Success Associates who support site-level training and deployment across your book of business. This is a great fit for a driven CSM who thrives on owning outcomes, building strong customer relationships, and operating with a high degree of autonomy. WHAT YOU'LL DO - 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. WHAT WE'RE LOOKING FOR Required Qualifications - 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. Nice to Have - 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. WHY JOIN US? Join a visionary team revolutionizing safety and operations, directly impacting the well-being of millions of essential workers. This is your chance to build an extraordinary business and foster a vibrant company culture that demands your absolute best. Alongside AI experts, experienced entrepreneurs, and passionate problem-solvers, you'll play a pivotal role in shaping the company's growth trajectory and market position. 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