Senior Manager, Mid-Market Customer Success

Jasper is the purpose-built generative AI platform for marketing. Our mission is to elevate marketers with the power of AI, to achieve better outcomes through their workflows and open up new business opportunities. Jasper securely trains on brand and strategy, accelerates content and campaign production, and helps Marketers measure and optimize performance as part of an end-to-end solution.  

Jasper has been recognized as "one of the Top 15 Most Innovative AI Companies of 2024" by Fast Company. We have nearly 100k marketing team users with a growing roster of Enterprise and Fortune 500 logos including: Morningstar, Anthropologie, Prudential, Cushman & Wakefield, Wayfair, and more. Our teams are building multi-modal AI and working with the top AI platforms. We were one of the first partners of both OpenAI and Anthropic. With the Clipdrop acquisition, Jasper is redefining visual marketing across all modalities, offering advanced image features like background replacement, image upscaling, product staging, and more to our customers. We are transforming how marketers create, innovate, and captivate audiences.

We value being customer-obsessed and helping each other achieve the best outcomes through collaboration. We’re not just building solutions, we’re creating experiences that captivate and amaze us. We strive to deliver moments of wonder and delight that enable our customers to be more effective and creative in ways they never thought possible. Learn more at jasper.ai.

About The Role

At Jasper, we’re revolutionizing how businesses work with generative AI—and our customers are at the heart of everything we do. As the Senior Manager of Mid-Market Customer Success, you’ll lead a dynamic team of Customer Success Managers (CSMs) dedicated to helping our mid-market customers achieve their goals. This role is your opportunity to shape a key segment of Jasper’s customer base, driving adoption, growth, and retention within a high-energy, fast-moving environment.

We’re looking for a proactive leader who thrives in a scaling organization, is excited about working cross-functionally, and can inspire their team and customers. We want to meet you if you have a customer-first mindset, love empowering teams, and excel at building lasting partnerships.

This fully remote role reports to the Senior Director of Customer Success and is open to candidates located anywhere in the continental US.

 What you will do at Jasper

• Manage and mentor a team of Mid-Market CSMs, equipping them with the tools, playbooks, and guidance to deliver exceptional results across onboarding, adoption, renewals, and expansion.

• Ensure customers achieve measurable value from Jasper by proactively addressing their needs, managing escalations, and removing barriers to success.

• Implement and iterate on scalable processes, leveraging customer success best practices, automation, and data insights to support a growing book of business.

• Advocate for our mid-market customers, channeling their feedback to Product, Marketing, and Sales to align company priorities with customer needs.

• Partner with Sales to ensure smooth customer handoffs and with Product to prioritize features and solutions that drive value for mid-market accounts.

• Monitor and improve team KPIs, such as Net Retention Rate (NRR), Gross Retention Rate (GRR), and adoption/utilization rates.

• Develop team OKRs, set expectations, and use data to assess and improve performance across the mid-market segment.

What you will bring to Jasper

• 7+ years in Customer Success in SaaS, with 3+ years leading and managing CSM teams. Experience working with mid-market customers is preferred.

• A track record of mentoring and developing high-performing teams while fostering a culture of collaboration, accountability, and growth.

• Deep empathy for customers and passion for helping them succeed, with the ability to identify their unique needs and align solutions accordingly.

• Demonstrated ability to design and optimize processes, implement scalable systems, and manage change in a fast-moving environment.

• Comfort using metrics to make decisions and improve team and customer outcomes. Experience with tools like Salesforce, Slack, Outreach, or other customer success platforms is a plus.

• Strong verbal and written communication skills, with the ability to engage with senior stakeholders and distill complex ideas into actionable insights.

• You thrive in a fast-paced, high-growth environment and are excited about building new systems and processes to support a rapidly scaling team.

Compensation Range

At Jasper, we believe in pay transparency and are committed to providing our employees and candidates with access to information about our compensation practices. The expected OTE offered for this role is $200,000 - $215,000. Compensation may vary based on relevant experience, skills, competencies, and certifications.

Benefits & Perks

• Comprehensive Health, Dental, and Vision coverage beginning on the first day for employees and their families

• 401(k) program with up to 2% company matching

• Flexible PTO with a FlexExperience budget ($900 annually) to help you make the most of your time away from work

• FlexWellness program ($1,800 annually) to help support your personal health goals

• Generous budget for home office set up 

• $1,500 annual learning and development stipend 

• 16 weeks of paid parental leave

Our goal is to be a diverse workforce that is representative at all job levels as we know the more inclusive we are, the better our product will be. We are committed to celebrating and supporting our differences and that diversity is essential to innovation and makes us better able to serve our customers. We hire people of all levels and backgrounds who are excited to learn and develop their skills. 

We are an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.

By submitting this application, you acknowledge that you have reviewed and agree to Jasper's CCPA Notice to Candidates, available at legal.jasper.ai/#ccpa.