Customer Success Manager

Customer Success Manager – Mid-Market
Location: Full-Time, In-Office | Parsippany, New Jersey

The Role
At Giftogram, appreciation isn’t just what we do—it’s who we are. As a Mid-Market Customer Success Manager, you’ll be on the front lines of helping companies turn everyday interactions into moments of gratitude. Your mission is to build genuine relationships, drive measurable impact, and ensure that appreciation is effortless, meaningful, and memorable for our clients.

This isn’t a reactive support role. It’s a consultative partnership. You’ll become a trusted advisor to a book of the top businesses across every industry—from helping HR leaders roll out recognition programs to marketing teams orchestrating nationwide gifting campaigns. You’ll guide them through best practices, explore new opportunities for growth, and help them elevate the way they connect with employees, customers, and partners.

In This Role, You’ll:

• Own and grow a portfolio of 75–125 mid-market accounts with a high-touch, high-impact mindset.
   
• Build long-term, value-based relationships that are rooted in each client’s goals for appreciation, recognition, and engagement.
   
• Run 4-5 calls/scheduled deep-dive meetings per day, leading onboarding, strategic check-ins and quarterly reviews, and offering insights that help clients scale their gifting programs while staying personal.
   
• Act as a product expert and problem-solver—offering guidance on everything from delivery logistics to maximizing redemption engagement, while keeping them up to date on the latest and greatest features from Giftogram.
   
• Collaborate with internal teams across Product, Support, Marketing, and Sales to ensure clients receive a seamless experience.
   
• Identify expansion opportunities, influence repeat usage, and work cross-functionally to scope upsells and cross-sells that drive more value for both the client and Giftogram.
   
• Stay up-to-date on industry trends in employee experience, client retention, and corporate gifting to position Giftogram as a strategic partner—not just a vendor.
   

You’ll Thrive in This Role If You Are:

• An empathetic, strategic relationship builder with 2–4 years of experience in a client-facing or account management role (SaaS or HR tech a plus).
   
• Naturally curious and a strong listener—you get to the why behind what clients need.
   
• Business-minded and outcomes-driven. You’re always connecting the dots between appreciation and ROI.
   
• Organized and great at juggling priorities without dropping the ball.
   
• Not afraid of numbers—comfortable navigating pricing, contract terms, and conversations around ROI.
   
• Proactive. You don’t wait for someone to tell you there’s a problem—you see around corners and help clients do the same.
   
• A believer in the power of meaningful connection and the role appreciation plays in driving culture, loyalty, and performance.
   

Why Giftogram?
We’re on a mission to reimagine how businesses show appreciation—and we believe our people are at the heart of that mission. At Giftogram, you’ll join a collaborative, purpose-driven team that cares deeply about our customers and each other. We start and end with appreciation—in every relationship and every role.