CustomerSuccessManager(Mid-market)

Dovetail is the Customer Intelligence Platform for the entire organization. We unify fragmented feedback from every touchpoint, including sales calls, support tickets, and research, into a single AI-powered intelligence layer that empowers every team to build, sell, and serve with confidence. Founded in 2017, we are a team of 100+ across our offices in Sydney and San Francisco, working with thousands of teams from Fortune 500 companies to the world’s most innovative startups. The best never guess. We help teams turn the noise of thousands of customer interactions into the signal required to move faster, prioritize better, and drive revenue. This is a hands-on, commercially-minded role for an experienced Customer Success Manager. You'll carry a book of mid-market accounts, partner closely with Sales and Product, and help us mature how we deliver customer success as the business scales. Please note that we're only able to accept applicants who are based in the following states for this role: California, Texas, Michigan, New Jersey, Arizona, New York & Florida. What you'll do - Own a portfolio of mid-market accounts end-to-end, from onboarding through renewal and expansion. You'll be the person customers rely on to get the most from Dovetail, which means staying close to their goals, tracking where they're succeeding and where they're stuck, and acting before problems compound. - Run a smart, efficient book of business. Mid-market scale means you can't white-glove every interaction. You'll use AI tools to draft communications, summarise account health, prep for QBRs, and spot patterns across your portfolio so your time goes where it actually moves the needle. - Drive adoption with intent. You'll develop a genuine understanding of how different teams use Dovetail, and connect that back to what each customer is trying to achieve. When new features ship, you'll know which customers need to hear about them and why. - Contribute to how we do CS. We're still building the pla