Mid-Market Customer Success Manager

Job Overview

Company Overview

Eagle Point Software is a cutting-edge SaaS provider dedicated to providing learning for design professionals wherever and whenever they need it. We offer unparalleled learning solutions designed specifically for the architecture, engineering, construction, and manufacturing industries. Since our inception in 1983, we pride ourselves on our commitment to successful outcomes for our 3,200+ customers and 700,000+ users worldwide.

Position Overview

The Mid-Market Customer Success Manager (CSM) plays a critical role in ensuring mid-sized customers realize the full value of their Pinnacle Series subscription. Operating in a low-touch, high-impact model, this role combines automation, digital campaigns, and scalable resources with strategic customer guidance. The CSM acts as a trusted advisor, empowering customers to become self-sufficient by aligning Pinnacle Series with their internal goals, workflows, and success metrics. Embracing a modern, scalable approach, the CSM relies on project plans, digital engagement, and customer data rather than traditional high-touch 1:1 meetings to drive adoption and outcomes.

Responsibilities

• Customer Engagement & Adoption
• • Guide customers toward self-sufficiency using scalable tools like Project Guides, Project Plans, and curated resources.
  • Build strategic relationships with key stakeholders to understand their business objectives and align Pinnacle Series usage accordingly.
  • Recommend and help configure features and best practices that accelerate onboarding and long-term adoption.
  • Deliver product demonstrations during both pre-sale and post-sale phases to highlight value and capabilities.
• Strategy & Insights
• • Define and track customer goals, success criteria, and adoption benchmarks.
  • Leverage usage data, health scores, and system-generated alerts to identify and act on key opportunities or risks.
  • Identify adoption barriers and deliver targeted, automated campaigns or enablement resources to overcome them.
  • Surface potential risks early and engage customers strategically to course-correct.
• Internal Collaboration
• • Partner with internal teams (Sales, Support, Product, etc.) to ensure seamless handoffs and optimal customer experience.
  • Support renewal readiness by ensuring customers recognize ongoing value and are progressing toward their goals.

Requirements

• Bachelor's degree in Business, Organizational Development, Education, or related field preferred.
• Experience managing a portfolio of accounts in a low-touch, tech-enabled environment.
• Strong understanding of customer success principles and SaaS adoption lifecycles.
• Proven ability to influence customer outcomes using digital tools, automation, and data insights.
• Familiarity with digital customer engagement tools (e.g., customer journeys, email campaigns).
• Excellent communication skills with the ability to deliver value without constant 1:1 interaction.
• Analytical mindset with the ability to interpret usage data and customer behavior to inform strategy.
• Highly organized, resourceful, and capable of managing multiple priorities across a diverse book of business.

Additional Details

• Work Schedule: Flexible hours required to support customers across time zones. Occasional early morning or late evening meetings may be necessary.
• Travel: Occasional travel may be required for customer visits, conferences, or team collaboration (estimate <10%).

Physical Requirements

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Average hearing and visual acuity.
• Able to use a phone and computer.
• Ability to travel.