Customer Success Manager - Mid-Market

Own a book of 20 to 25 mid-market accounts and help each one get real results from Balto.

Customer Success Manager, Mid-Market

Fully remote, U.S. only

Full-time

20–25 accounts, about $1.6M

Salary Range Base is $75k - $80k, OTE of $120k

October 1, 2026

Balto builds AI for contact centers. We help agents in the moment, score every call so leaders don’t have to, and show teams what their customers are really saying, all in one place.

• 401(k)
• Unlimited PTO
• Learning Stipends

As a Customer Success Manager on our mid-market team, you’ll own the relationship with new and existing customers and make sure they have the help, resources, and insights they need to get the most out of Balto. You’ll drive renewals and expansion, and build partnerships that last.

This is a fully remote position, so you can work from anywhere in the U.S.

• Your book: 20 to 25 mid-market accounts, about $1.6M in total book of business.
• Renewals: the full renewal process for every account in your portfolio.
• Growth: retention, expansion, and adoption across your book. These are the numbers you’ll be measured on.

You’re an empathetic, organized, and driven customer success professional. You build strong relationships, learn how each customer’s business works, and connect what they need to the value Balto delivers. You’re also their advocate inside Balto, working with our teams to remove obstacles and spot opportunities to grow.

You may be a great fit if you:

• Thrive on building trust and strong, lasting customer relationships
• Enjoy solving problems and connecting customer goals to measurable outcomes and ROI
• Are proactive, organized, and comfortable managing multiple accounts at once
• Work cross-functionally with product, engineering, sales, and marketing to get things done for customers
• You use AI in your daily workflow and can point to real examples of how it’s made your work better or faster

• Build strong relationships with customers, including C-level leaders, and understand their business goals and success metrics
• Act as a trusted advisor who turns complex technical concepts into clear business outcomes
• Lead ongoing check-ins, business reviews, and renewal conversations

• Give new and existing customers the resources, guidance, and best practices they need
• Find opportunities to increase adoption and usage across customer teams
• Help customers measure and share the value they get from Balto, including ROI and performance impact

• Run the renewal process for your portfolio, including timelines, customer alignment, and execution
• Spot renewal risk early, work with internal teams to resolve it, and identify expansion opportunities
• Track customer health, usage, and engagement to prevent churn
  
  Identify roadblocks and adoption challenges before they become problems
• De-escalate issues and coordinate solutions to keep customers on track

• 4+ years in Customer Success, Account Management, or a related customer-facing role
• Experience managing mid-market or enterprise customer relationships, including contract renewals
• Strong business acumen and a solid grasp of Customer Success practices
• Clear, confident written, verbal, and presentation skills
• The ability to analyze data and summarize it clearly for senior stakeholders
• Strong organization and time management across a full book of accounts

• Experience with Churn Zero, Salesforce, Gong, or similar CRM and Customer Success platforms
• Experience leading change management or adoption initiatives
• Familiarity with contact centers or AI software
• 401(k)
• Unlimited PTO
• Learning Stipends

This role offers multiple paths for growth at Balto:

• Se…