Customer Success Manager (Mid-Market)

PromoRepublic is an AI-first franchise marketing platform helping multi-location brands grow across North America, Australia, and the UK.

Our customers are not simple SaaS accounts. They are franchise systems with corporate stakeholders, local operators, competing priorities, uneven adoption, and high operational complexity. Success in this role comes from balancing relationship management with rigorous execution.

We're hiring a Customer Success Manager to own a scaled portfolio of mid-market franchise accounts. You'll manage Tier 2 and Tier 3 customers where engagement cannot be automated away, but where operational discipline matters just as much as customer empathy.

This is neither a support role nor an enterprise "one-account-at-a-time" role.

You'll own outcomes across onboarding, activation, adoption, retention, and renewals for a portfolio of 25–50 accounts.

What You'll Own

Portfolio Management

Own a portfolio of Tier 2 and Tier 3 franchise accounts across North America and/or ANZ.

You'll manage the full customer lifecycle:

- onboarding handoff

- activation

- adoption

- renewal readiness

- retention execution

You'll run engagement cadences appropriate to account complexity:

- Tier 2 accounts receive structured strategic touchpoints including QBRs, ABRs, and adoption reviews

- Tier 3 accounts operate through lighter-touch scaled motions with intervention triggers and risk monitoring

Anyone on the team should be able to open your accounts and immediately understand current status, risks, and priorities.

Onboarding and Activation

You'll own onboarding for new mid-market customers with a strong focus on time-to-value.

This includes:

- tracking activation milestones

- driving location rollout progress

- monitoring publishing behavior and feature adoption

- identifying stalled implementations early

- coordinating internally when blockers emerge

You should be comfortable simplifying complexity without oversimplifying the customer's business reality.

Retention and Renewals

You'll own renewals across your portfolio, partnering with Head of Customer Success and Account Executives when commercial complexity requires escalation.

You will:

- identify churn risk early

- execute structured retention plays

- manage renewal readiness proactively

- surface expansion opportunities

- contribute directly to NRR performance

Process, Tooling, and AI Operations

We are building an AI-powered CS organization.

You'll use AI tools daily to increase quality, speed, and consistency across your portfolio management workflows.

Core tooling includes:

- Claude with all needed tools and our platform integrated

- Fin (ex-Intercom)

- Power BI (read only)

- Mixpanel

- Kibana / Elasticsearch

- Jira

- Zoom

- CRM systems and internal admin tooling

You'll also contribute to:

- CS playbooks

- automation workflows

- Help Center improvements

- reusable customer communication frameworks

- product feedback loops

- customer cases

We value CSMs who can identify repeatable patterns and improve systems, not just react to tickets and meetings.

Who You Are

You likely have:

- 1–4 years of experience in B2B SaaS Customer Success

- experience managing a scaled account portfolio across varying levels of complexity

- strong operational habits and attention to detail

- confidence communicating with both executive stakeholders and everyday end users

You are:

- highly organized

- proactive by default

- comfortable owning outcomes

- capable of managing ambiguity without losing follow-through

- able to prioritize effectively across competing customer demands

You already use AI tools as part of your daily workflow, not as experimentation.

Experience with the following is a strong plus:

- franchise or multi-location businesses

- marketing technology

- agency customers

- analytics platforms

English proficiency must be C1 or above.

Spanish is a plus.

What Success Looks Like

Success in this role is measurable.

Key indicators include:

- NRR performance across your portfolio

- renewal completion and forecast accuracy

- activation success within the first 90 days

- customer engagement and adoption metrics

- escalation quality and documentation standards

- expansion opportunities and referrals surfaced to Sales

We value consistency, accountability, and clear operational ownership.

Key Relationships

This role reports to the Head of Product and Customer Success.

You'll work closely with:

- Senior CSMs

- Product

- Sales

- Support

- Finance

- Legal

You'll act as the operational bridge between customer reality and internal execution.

What We Offer

- Clear ownership and defined portfolio scope

- A CS organization actively investing in AI infrastructure and operational excellence

- Modern tooling designed to improve leverage, not create overhead

- A distributed international team across Europe, Ukraine, the US, and beyond

- Fully remote work environment

- Compensation aligned with mid-market SaaS benchmarks in your region