Customer Success Manager (Mid-Market)

Superside is looking for a strategic Mid-Market Customer Success Manager to manage and nurture a portfolio of approximately 20 dynamic, predominantly US-based Mid-Market accounts. We offer tailored AI-powered creative solutions, empowering Mid-Market companies to unlock growth through strategic marketing and design services that blend agility with expertise. In this role, you will act as a trusted advisor to customers, ensuring they maximize their value from Superside. Your mission is to drive retention, expansion, and satisfaction by engaging with both end-users and executives, guiding them to adopt, love, and grow with Superside.

At Superside, youâll have the opportunity to make a real impact by helping Mid-Market brands grow and succeed through innovative creative solutions. Youâll be supported from day one with a robust onboarding program and well-documented processes to ensure you hit the ground running.

This role is different from a Customer Support position. It requires a strategic, proactive approach to our customers, understanding their strategy and future needs before any issues arise. Success in this role requires going beyond support to anticipate customer needs, drive adoption, and implement scalable processes that enhance the customer experience.

What you'll do:

Build Strong Relationships: Serve as a trusted advisor, understanding clientsâ unique goals and aligning our creative solutions to support their growth.

Drive Success & Adoption: Work closely with onboarding and sales teams to ensure seamless implementation, training, and adoption of Supersideâs services.

Ensure Retention & Growth: Monitor account health, proactively prevent risks, and identify opportunities for expansion and upselling.

Collaborate & Solve: Partner seamlessly with our creative, operations, and support teams to deliver exceptional customer experiences and swiftly resolve any issues.

Engage with Stakeholders: Build relationships at all levels, from end-users to executives, to drive engagement and long-term success.

Scale Efficiently: Implement scalable processes and leverage technology to manage accounts effectively, ensuring consistent quality and customer satisfaction.

What you'll need to succeed:

Candidates who will succeed in this role have first and foremost experience with account management and a truly customer-centric mindset. Its Customer Success meets Account Management as opposed to Customer Support. It requires a proactive nurturing approach to our customers, understanding their strategy and future needs before they do.

Bachelorâs degree or higher in Marketing, Business, Communications, Creative fields, or a related discipline.

5+ years of customer-facing experience in account management or customer success, preferably within Creative/Ad Agencies or SaaS environments.

Exceptional communication skills, both verbal and written, with the ability to present ideas clearly, influence stakeholders, and set expectations assertively.

Proven ability to build strong customer relationships, manage expectations, and drive customer success in a remote environment.

Deep understanding of marketing, creative operations, and business growth strategies to align creative services with customer objectives.

Strategic account planning expertise, with a track record of identifying opportunities to scale accounts, analyzing customer data, and proactively addressing challenges.

Process-driven mindset, with strong prioritization and time management skills to balance personal touchpoints with scalable solutions while managing multiple accounts.

Proactive, solutions-oriented approach, capable of navigating challenges and implementing improvements independently.

Strong collaboration skills, working seamlessly with cross-functional teams to enhance customer success.

Quick learning ability, especially in design production, creative operations, and customer processes.

Familiarity with CRM tools such as Salesforce and Planhat (a plus).

Additional Information

Superside's vision is to create more equal opportunities globally by accelerating the worldâs transition to online work. With that in mind, weâve built a natively remote company enabling us to attract the best talent no matter where they are.

Need more convincing? Hereâs a skimmable, non-exhaustive list of reasons to join us:

- A global community of 200+ best-in-class creatives working from more than 60 different countries

- Flexible working hours and fully remote setup. We've been remote from day one. No weird office legacy

- A high-pace, high-energy, and high-performance environment

- Trusting, ego-free, and truth-seeking team members

- Pioneering the future of work with a fair, friendly, and supportive community. Weâre pretty proud of this one

- The opportunity to build an international career through creative mentorship from top design leaders. We - grow, you grow

- Work closely with leading global brands on a wide variety of creative projects. Weâre talking about Amazon, Meta, Twitch, LVMH, Puma, Shopify, and others

About Superside

Superside is a revolutionary way for businesses to get good design done at scale. Trusted by 450+ ambitious companies, Superside makes design hassle-free for marketing and creative teams. By combining the top 1% of creative talent from around the world with purpose-built technology and the rigor of design ops, Superside helps ambitious brands grow faster. Since inception, Superside has been a fully remote company, with more than 700 team members working across 57 countries and 13 timezones.

Learn more at superside.com

Diversity, Equity and Inclusion

Weâre an equal opportunity company. All applicants will be considered regardless of ethnicity, appearance, religion, gender identity, sexual orientation, national origin, veteran or disability status.

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Customer Success Manager (Mid-Market)

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