Overview
The Mid-Market Growth Manager owns a high-volume portfolio of customers and is responsible for driving product adoption, customer engagement, renewals, and expansion opportunities through a highly scalable and digital-first engagement model.
Unlike traditional account management roles, success in this position comes from leveraging AI, automation, customer intelligence, and data-driven workflows to create personalized customer experiences at scale.
This role combines elements of customer success, account management, lifecycle marketing, and revenue growth.
You will partner closely with Customer Success, Marketing, Product, and Sales to maximize customer value and accelerate expansion across the Groupize customer base.
Key Responsibilities
Portfolio Growth & Retention
- Manage a large portfolio of SMB and Mid-Market customers.
- Own customer retention, expansion revenue, and product adoption metrics across assigned accounts.
- Identify and execute cross-sell and upsell opportunities within the customer base.
- Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) performance.
- Build scalable engagement strategies that maximize customer value while maintaining operational efficiency.
Digital Customer Engagement
- Execute digital-first customer engagement programs using email, webinars, in-app messaging, automation, customer communities, and AI-powered outreach.
- Design and manage customer lifecycle campaigns that improve onboarding, adoption, renewal readiness, and expansion.
- Deliver targeted communications based on customer health, usage patterns, industry, and growth potential.
- Leverage customer marketing programs to drive engagement and advocacy.
AI-Native Customer Management
- Use AI-powered tools and customer intelligence platforms to prioritize outreach and identify opportunities.
- Monitor customer health scores, usage analytics, renewal signals, and expansion triggers.
- Leverage AI to increase productivity and manage a large customer portfolio efficiently.
- Continuously improve workflows through automation and AI best practices.
Customer Adoption & Value Realization
- Help customers maximize the value of Groupize solutions through proactive education and enablement.
- Identify adoption barriers and coordinate internal resources to improve customer outcomes.
- Promote new product capabilities, AI innovations, and workflow automation opportunities.
- Drive measurable improvements in customer engagement and platform utilization.
Expansion & Revenue Growth
- Generate and close expansion opportunities within existing accounts.
- Identify opportunities for additional products, business units, users, or workflow adoption.
- Partner with Enterprise Account Directors and Customer Success leaders on larger growth opportunities.
- Maintain accurate forecasting and pipeline management within CRM systems.
Requirements
- 3+ years in Customer Success, Account Management, Customer Growth, Digital Success, or SaaS sales roles.
- Experience managing a high-volume customer portfolio.
- Proven ability to drive customer retention and account growth.
- Strong communication skills across email, virtual meetings, and digital channels.
- Highly analytical with experience using customer data to drive decision making.
- Experience using CRM and customer success platforms.
Additional Desired Skills / Background
- Experience in SaaS, AI, workflow automation, travel technology, meetings and events, procurement, or spend management solutions.
- Experience with digital customer success programs and scaled engagement models.
- Familiarity with customer health scoring, lifecycle marketing, and customer journey management.
- Experience leveraging AI tools to improve productivity and customer engagement.
Success Metrics
- Net Revenue Retention (NRR)
- Gross Revenue Retention (GRR)
- Expansion Revenue
- Renewal Rate
- Product Adoption
- Customer Engagement
- Time-to-Value
- Portfolio Health Score
- Customer Satisfaction
What Great Looks Like
Within your first year, you will:
- Successfully manage and grow a large portfolio of customers through a scalable digital engagement model.
- Consistently identify expansion opportunities and contribute meaningful growth revenue.
- Improve adoption and customer health across your portfolio.
- Leverage AI and automation to increase productivity and customer impact.
- Become a trusted advisor to customers while maintaining exceptional operational efficiency.