Mid-Market Customer Success Manager

📋 Description

• • Ethena is seeking a highly motivated and strategic Mid-Market Customer Success Manager (CSM) to join our dynamic team. In this pivotal role, you will be the primary advocate and trusted advisor for our growing portfolio of mid-market clients, ensuring they not only adopt but also derive maximum value from the Ethena platform. As the inaugural Mid-Market CSM, you will play a crucial role in shaping and refining our customer success strategies, defining efficient support models, and contributing to the overall growth and evolution of our customer journey. This position is ideal for an individual who thrives on fostering customer success, possesses a proactive mindset, and is constantly seeking innovative ways to enhance customer experience and outcomes.
• • Ethena is revolutionizing compliance training by leveraging cutting-edge AI to create personalized learning experiences. Our platform adapts to each company's unique brand, roles, policies, and risks, making training feel relevant and engaging. We empower People, Legal, and Compliance teams to launch training programs in days, not months, and significantly reduce learner seat time by up to 60% through adaptive learning paths. With over 1 million learners across 2,000 organizations, Ethena boasts a 93% learner approval rating and a 96% customer renewal rate, demonstrating our commitment to delivering exceptional value and satisfaction. Our consistent, durable growth, evidenced by 120% net dollar retention and 96% gross dollar retention, highlights our success in expanding within the enterprise sector across diverse industries. Ethena has become the compliance partner of choice for modern, global organizations.
• • Beyond our core training capabilities, Ethena offers a unified platform that integrates essential compliance tools, including Hotline & Case Management, Policy Bot, and Phishing Simulator. These tools are equipped with built-in audit trails and robust compliance controls, providing teams with the trust and transparency they need. Leading companies such as Genesco, Asana, Pinterest, and Synaptics rely on Ethena, making it an exciting time to join our rapidly expanding organization.
• • Your responsibilities as a Mid-Market CSM will encompass a broad range of activities focused on ensuring customer health and driving long-term value. You will be responsible for onboarding new mid-market clients, guiding them through the initial setup and implementation phases to ensure a smooth and successful transition onto the Ethena platform. A key aspect of your role will involve proactively monitoring customer usage and engagement metrics, identifying potential risks or areas for improvement, and developing tailored strategies to mitigate churn and maximize adoption. You will conduct regular business reviews with your clients, showcasing the value Ethena delivers and aligning our solutions with their evolving business objectives and compliance needs.
• • Furthermore, you will serve as the primary point of contact for your assigned accounts, addressing inquiries, resolving issues, and advocating for customer needs internally. This includes collaborating closely with our Sales, Product, and Support teams to ensure a seamless customer experience. You will also be instrumental in identifying opportunities for expansion and upsell within your existing customer base, contributing directly to Ethena's revenue growth. Educating customers on new features and best practices will be essential to help them leverage the full potential of the Ethena platform. Your insights and feedback from customer interactions will be invaluable in shaping our product roadmap and improving our service offerings. By building strong, long-lasting relationships, you will foster customer loyalty and transform clients into Ethena advocates.
• • We operate as a fully remote workforce, valuing diversity and embracing new perspectives. Our team thrives on asking thoughtful questions, challenging assumptions, and building with empathy, both for our customers and for each other. We are passionate about our craft, welcome feedback, and take full ownership of our work. We also believe in the power of humor to make even serious work enjoyable. Team-wide meetings are scheduled to accommodate all North American time zones, ensuring inclusivity for everyone.
• • This role offers a unique opportunity to make a significant impact on our mid-market segment. You will have the autonomy to develop and implement innovative customer success initiatives, directly influencing how we support and grow our customer base. If you are passionate about customer advocacy, possess a strategic approach to relationship management, and are eager to contribute to a fast-growing, mission-driven company, we encourage you to apply.
• • Why Ethena? Because compliance training is a need-to-have, not a nice-to-have. We deliver tangible value by saving companies thousands of hours annually through innovative training delivery, providing 93% learner-loved content, and fulfilling critical compliance needs without creating administrative burdens. In today's environment where efficiency is paramount, Ethena consistently delivers exceptional results for administrators, employees, and leadership teams alike.