Manager of Mid-Market Customer Success

What Do We Do?

Triple Whale is the source of truth for eCommerce brands. Our platform centralizes the entire analytics stack—from profit tracking and customer insights to marketing attribution and creative intelligence. We empower brands with the visibility they need to make smarter decisions, scale faster, and optimize every dollar spent.

Why Triple Whale Needs You:

We are seeking a Manager of Mid-Market Customer Success to join our growing global Customer Success team. In this role, you will lead and manage a team of 6–10 Mid-Market Customer Success Managers.

You will own the strategy and execution for Mid-Market retention and expansion, designing scalable processes, coaching high-performing CSMs, and ensuring we consistently hit and exceed net revenue retention (NRR) goals.

What You'll Do:

• Lead, mentor, and grow a team of 5–8 Mid-Market CSMs,driving accountability for measurable retention and expansion outcomes.
• Foster a culture of continuous improvement by developing playbooks, refining CS processes, and sharing best practices.
• Drive your team’s adoption of AI-driven tools to anticipate churn and uncover expansion opportunities.
• Empower the team to achieve and exceed business retention and growth goals.
• Partner cross-functionally with Product, Sales, and Marketing to ensure alignment and advocacy for customer needs.
• Lead key elements of weekly, monthly, and quarterly business reviews, sharing progress, risks, and opportunities on CS initiatives.
• Own the retention forecast for Mid-Market customers, providing transparent reporting on risks and mitigation efforts.
• Serve as an executive sponsor for strategic customers when escalation or high-impact opportunities arise.

What You'll Bring:

• 5+ years of Customer Success, Account Management, or related experience, with at least 1+ years in a leadership or people management role.
• Proven success managing a CSM team and/or delivering against retention and growth targets.
• Strong background in SaaS, eCommerce, or digital marketing, with a data-first approach to decision making.
• Strategic, data-driven thinker with strong problem-solving skills.
• Excellent leadership, communication, and relationship-building abilities.
• Comfortable operating in a fast-paced, high-growth environment with global teams.
• Experience using or managing teams that use AI-driven Customer Success platforms or automation tools.
• Strong ability to leverage data and AI insights to drive customer outcomes and coaching conversations.

Our Values

• We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. 
• We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. 
• We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.

Perks

• Greatest Team: A world-class team of the brightest and most talented out there! Work with fun, hardworking, kind, nice people who are passionate about what they do
• Compensation: Competitive salary, benefits, and equity
• Family Focus: Parental leave and flexibility for families
• Time Off: Generous PTO. We want you to relax when you need to relax!
• Healthcare: Excellent medical, dental, and vision coverage
• 401K: 3% matching

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join Us in Making Waves

If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.