Customer Success Manager (Mid-Market)

Job overview

As a member of our Customer Success team, you'll onboard, guide, and support customers as they adopt Swarmia into their daily work. You'll work closely with a small group of experienced Customer Success Managers and partner with Sales and Product to shape how we support fast growing startups and mid market companies in the region.

Swarmia is designed to be flexible and opinionated, while still adapting to how different engineering teams work. You'll become a product and domain expert in engineering analytics and developer productivity, helping customers make better decisions about how they build software and run engineering teams.

This is a hybrid role based in New York, with regular in-office collaboration.

About Swarmia

Swarmia is a fast-growing B2B SaaS company that helps some of the best software companies in the world, including Miro, Superhuman, and Bolt, measure and systematically improve developer productivity and experience. We’ve built an international team of talented people who work from our HQ in Helsinki, our office in NYC, as well as remotely from other parts of the US.

In this role you will

• Own and manage a portfolio of startup and mid market customers

• Lead onboarding and adoption to ensure customers reach value quickly

• Build strong relationships with engineering leaders and product teams

• Proactively monitor customer health and address risks before they escalate

• Run regular check ins focused on outcomes, not just product usage

• Identify expansion opportunities and partner with Sales when accounts grow

• Manage renewals for your book of business

• Collect and synthesize customer feedback to influence product decisions

• Help define scalable customer success processes as the company grows

You should apply if

• You have at least two years of experience in customer success or a similar customer-facing role in B2B SaaS, supporting the onboarding and adoption of technically complex products.

• You're comfortable owning end to end onboarding that typically runs four to eight weeks, and continuing to drive value throughout the customer lifecycle.

• You are comfortable managing a book of dozens mid-market customers, exceeding $1.5MM in total ARR while keeping retention and adoption high.

• You enjoy building relationships with multiple stakeholders, especially engineering and product leadership.

• You have experience working closely with Sales, Product, and Engineering to support customer outcomes.

• You like going deep on the product and domain, and have done so in a previous role.

• You're comfortable working with technically complex products and are naturally curious about how things work under the hood.

You should not apply if

• You tend to thrive with a more focused book of larger customers. In this role, you'll manage a book of dozens of SMB and mid-market customers, balancing personalized relationships with efficient, scalable support.

• You're looking for a role with infrequent and highly structured customer touch points.

• You expect renewals and upsells to be the main focus of the role, while not focusing on adoption, engagement, and helping the customer achieve their business goals.

• You're uncomfortable getting into the details with customers, including data nuances, metrics definitions, or workflow changes.

Interview process

Our interview process is thoughtful and thorough. We want to make sure that every person who joins Swarmia is set up for success, and that you have enough information to decide whether Swarmia is the right place for you. The process for this role is as follows:

• Intro call with recruiting - 45 minutes

• Hiring manager interview - 45 minutes

• Role play customer demo interview - 45 minutes

• Final panel interview onsite in New York - 45 minutes

Benefits

• Annual salary plus meaningful equity

• Comprehensive benefits, including 401(k) matching

• Flexible model of work

• Great work-life balance — we’re a startup, but we don’t work at an unsustainable pace (many of us have kids and other responsibilities beyond work)

Swarmia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We’re committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.