Customer Success Manager, Mid-Market

Imagine yourself…  

• Doing meaningful work that makes an everyday impact on the world around you. 

• Thriving in a supportive team environment that inspires you to strive for excellence. 

It’s all possible with a role at Esko. Esko, a Veralto company, is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Our integrated platform and comprehensive tools empower retailers, pre-media and trade shops, manufacturers, and converters to manage best-in-class packaging design and print processes. 

Innovation in the is built into the DNA of our business: every day, we challenge ourselves to be better by seeking out new ways to elevate our products, our processes, and our people. 

We also know that innovation and ingenuity starts with prioritizing a diverse workforce and a deeply inclusive workplace. We encourage people from all backgrounds to apply to our positions.  

Reporting to the Manager, Customer Success, the Customer Success Manager, Mid-Market is responsible for for overseeing and managing a portfolio of Esko mid-market customers. You will act as their strategic partner – helping them leverage Esko solutions to achieve their business objectives and maximize their return on their Esko software investment.  You will guide them through relationship-driven engagements—from onboarding through to renewal and expansion—ensuring they achieve desired outcomes and realize value through Esko’s products and solutions. 

At the operational level, you will work closely with customers to align on goals, track progress, drive adoption and expansion while proactively identifying and mitigating risks to success and retention. To succeed in this role, you must be energetic, passionate, and empathetic, willing to collaborate cross-functionally to meet customer needs.  You will have a strong desire to make a meaningful impact on the success of our customers. This position is key to driving customer satisfaction, retention, and growth while serving as both a trusted advisor and an internal customer advocate. 

Location: Remote

In this role, a typical day will look like: 

• Build and nurture strong, trust-based relationships with mid-market customers, guiding them from onboarding through renewal and advocacy.
• Act as the primary contact for strategic guidance, best practices, and Esko updates, ensuring customers feel supported and engaged.
• Monitor account health using metrics like CES, NPS, NRR, and product usage to identify risks and growth opportunities proactively.
• Drive renewals by consistently delivering value, addressing risks early, and collaborating with Sales on strategy and execution.
• Identify upsell and cross-sell opportunities by aligning customer needs with product capabilities and partnering with Sales and Marketing.
• Use Customer Success tools and stay updated on Esko products to manage tasks efficiently, promote feature adoption, and maximize ROI.

The essential requirements of the job include:  

• 3–5 years of experience in Customer Success, Account Management, or similar B2B SaaS roles, with a strong track record managing mid-market accounts.
• Industry expertise in Esko Software and/or the packaging sector, with a data-driven approach to customer outcomes.
• Excellent organizational, communication, and relationship-building skills, with a focus on problem-solving and strategic guidance.
• Proficient in tools like Salesforce, Gainsight, Custify, or ChurnZero to manage customer engagement and success metrics.
• Holds a bachelor’s degree or equivalent experience, with a strong ability to align customer needs with product capabilities.

Esko is proud to part of the Product Quality & Innovation segment of Veralto (NYSE: VLTO), a $5B global leader dedicated to ensuring access to clean water, safe food and medicine, and trusted essential goods. When you join Veralto’s vibrant global network of 16,000 associates, you join a unique culture and work environment where purpose meets possibility: where the work you do has an everyday impact on the resources and essentials we all rely on, and where you’ll have valuable opportunities to deepen your skillset, pursue your ambitions, and grow your career. Together, we’re Safeguarding the World’s Most Vital Resources™—and building rewarding careers along the way.