Job Overview
Location
Santa Clara
Job Type
Full-time
Category
Product Management
Date Posted
June 13, 2026
Full Job Description
đź“‹ Description
- • Lead, evolve, and scale the Mid-Market Customer Success organization, overseeing a 5–7 person team with responsibility for engagement models, success planning, and a scalable operating model grounded in the customer journey.
- • Own end-to-end customer success strategy including segmentation, engagement frameworks, and success planning to drive measurable customer outcomes tied to revenue efficiency, pipeline conversion, and GTM alignment.
- • Build and lead a "CS AI" motion for SMB accounts that enhances efficiency and customer impact without sacrificing satisfaction, reinventing team operations rather than merely automating existing processes.
- • Direct execution of playbooks across the Solution Value Framework, focusing on adoption, risk mitigation, and expansion within complex Salesforce environments.
- • Maintain early-warning systems for churn risk and serve as the senior escalation point for high-impact customer issues to ensure proactive retention at scale.
- • Drive operational rigor and consistency through Salesforce and Customer Success tooling to standardize processes and improve team effectiveness.
- • Act as the primary voice of the customer, shaping Product roadmap and Engineering priorities based on frontline insights from mid-market and enterprise clients.
- • Partner with Sales and Account Management teams on renewals, expansions, and strategic account growth, ensuring alignment between customer outcomes and revenue objectives.
- • Collaborate with Marketing to generate customer advocacy, references, and case studies that support market expansion and brand credibility.
- • Lead executive business reviews and cross-functional planning sessions to align Customer Success with Sales, Product, Professional Services, and Support.
- • Own and deliver gross revenue retention (GRR) and net revenue retention targets for the Mid-Market CS organization.
- • Define, track, and report on key metrics including adoption rates, customer engagement, customer health scores, time-to-value, and CSAT to measure success and inform strategy.
- • Develop leadership depth through mentorship, succession planning, and clear career paths to build a sustainable, high-performing CS team.
- • Work in a hybrid model requiring two in-office days per week in Santa Clara to foster collaboration with cross-functional teams and maintain alignment with company operations.
🎯 Requirements
- • 8–12 years in Customer Success, Account Management, or post-sales leadership in B2B SaaS
- • 3+ years managing and scaling CS teams with a track record of developing talent and leaders
- • Demonstrated ownership of GRR and net retention targets
- • Strong operational and analytical mindset; able to translate data into executive strategy
- • Experience supporting mid-market and enterprise customers through complex implementations
- • Relevant degree from a well-regarded college or university
🏖️ Benefits
- • Opportunity to build durable foundations for scale at a company at the heart of the modern revenue stack
- • Direct influence on product roadmap and engineering priorities through customer insights
- • Exposure to cutting-edge AI-driven Customer Success initiatives
- • Hybrid work model with two in-office days per week in Santa Clara
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About LeanData Inc.
LeanData provides revenue operations software that matches leads to accounts, routes prospects, and orchestrates go-to-market workflows for B2B sales and marketing teams. Its cloud platform deduplicates, enriches, and segments data, then applies rule-based routing to ensure timely, accurate handoffs across territories and channels. Built natively on Salesforce, the solution offers native CRM integration, analytics dashboards, and audit trails to improve conversion rates, pipeline visibility, and revenue attribution for mid-market and enterprise organizations.
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