Customer Success Manager - Mid-Market
Free to start · No card · 5 credits the moment you sign up
Job description
Customer Success Manager
Mid-Market
Own a book of 20 to 25 mid-market accounts and help each one get real results from Balto.
Role
Customer Success Manager, Mid-Market
Location
Fully remote, U.S. only
Type
Full-time
Book
20–25 accounts, about $1.6M
Salary
Salary Range Base is $75k - $80k, OTE of $120k
Posted
October 1, 2026
About Balto
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.
Benefits
- Medical, Dental, Vision
- 401(k)
- Unlimited PTO
- Learning Stipends
About the role
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.
What you’ll own
- 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.
Who we’re looking for
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
Key responsibilities
Customer relationships
- 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
Adoption and value
- 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
Renewal and expansion
- 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
Risk management
- 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
What you’ll bring
Must-haves
- 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
Nice to have
- Experience with ChurnZero, Salesforce, Gong, or similar CRM and Customer Success platforms
- Experience leading change management or adoption initiatives
- Familiarity with contact centers or AI software
Benefits
- Medical, Dental, Vision
- 401(k)
- Unlimited PTO
- Learning Stipends
Career growth
This role offers multiple paths for growth at Balto:
- Senior Customer Success Manager. Take on more complex relationships and lead higher-impact renewals and expansions.
- Enterprise Customer Success Manager. Manage larger implementations and deepen your strategic partnership skills.
- Leadership. Grow toward a Customer Success leadership track, mentoring other CSMs and driving retention and expansion.
Our hiring process
Our process includes virtual interviews and a take-home assessment. Together, they show us how you solve problems, how you communicate, and how comfortable you are with the tools and data a CSM works with every day.
Why Balto
Six values shape how we work:
- Anchor on Success. We start every task by picturing what success looks like, then set ambitious goals to get there.
- Love Every Customer. Every customer, whatever their size or complexity, should feel valued and supported.
- Talk Things Out. We solve problems through open, honest conversations, without the barriers of hierarchy.
- Always Be Growing. Everyone owns their professional development, and our culture backs them up.
- Own the Work. We take initiative, solve problems proactively, and produce results we’re proud of.
- Start with Gratitude. We recognize each other’s contributions, even in tough discussions.
Choosing Balto means joining a company where your work is meaningful, your growth is encouraged, and your contributions are valued. It’s go time.
How to apply
Visit balto.ai/careers, select See Open Roles, then choose Customer Success Manager.
Equal Employment Opportunity
Balto is proud to be an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all individuals are treated with respect and have equal opportunities to succeed. We make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. Balto is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process.
Originally posted on Himalayas
Prepare your application
Use the description above to assess your fit for Balto. This checklist is guidance from Resumize, rather than additional requirements from the employer. Imported listings can be shortened or change after collection, so confirm the complete description and current availability before sending an application.
Match requirements to evidence
Identify the responsibilities and skills the employer explicitly names. For each important requirement, choose one example from your work, education, training, or projects. Explain what you did, how you did it, and what changed as a result. Include a measurable outcome when you can support it. If you lack a requirement, describe related experience accurately instead of adding an unfamiliar skill to your resume.
Put the most relevant examples near the top of your resume. Keep job titles, dates, qualifications, and contact details consistent across your application materials. Use the employer’s terminology when it describes your experience accurately; a copied list of keywords does not explain your contribution. A short, specific bullet is easier to review than a paragraph that mixes several unrelated duties.
Check the working arrangement
Confirm the location, schedule, employment type, and any eligibility requirements on the employer’s site. A remote label does not establish worldwide eligibility or flexible hours. If compensation, benefits, equipment, travel, or contract duration are missing from this listing, write down your questions for the recruiter. Do not assume details from another opening at the same company apply to this role.
Review before submitting
Follow the employer’s requested file format and application instructions. Open your exported resume and check that its text is selectable, its sections read in order, and its links work. Proofread names, dates, and contact information. Share confidential work samples only when you have permission, and use an anonymized example when necessary.
Submit through a trusted employer or recruiting destination. If the original listing has disappeared, search the employer’s careers page for the title rather than assuming the vacancy remains open. Save the application date, job reference, and the version of your resume you sent. Those details help you prepare for a later conversation and avoid submitting conflicting information through several job boards.
Review your resume for writing and readability feedback, or browse other openings if this opportunity is unavailable.