The Mid-Market Customer Success Manager will manage customer relationships, ensuring value from Ethena's products, drive customer engagement, and identify growth opportunities.
Who we are
Hi there 👋 We’re Ethena, compliance training that customizes itself to you. Ethena combines top-rated training content with intelligent AI that builds and adapts training to reflect your company’s unique brand, roles, policies, and risks, so it feels like your team, whether that’s hard hats or virtual meetings. From auto-assigning courses based on HRIS data to transforming your policies into interactive training in minutes, Ethena helps People, Legal, and Compliance teams launch in days (not months) and cut learner seat time by up to 60% with adaptive learning paths. Ethena supports 1M+ learners across 2,000+ organizations, with a 93% learner approval rating and 96% customer renewal rate. Over the past several years, we’ve delivered consistent, durable growth, including 120%+ net dollar retention, 95%+ gross dollar retention, and strong enterprise expansion across industries. Ethena has become a go-to compliance partner for modern, global organizations.
Beyond training, Ethena unifies core compliance tools, Hotline & Case Management, Policy Bot, and Phishing Simulator, into a single platform, with built-in audit trails and compliance controls teams can trust.
Trusted by teams at companies like Genesco, Asana, Pinterest, and Synaptics, it’s a great time to join us.
How we work
We’re a team that values diversity in all its forms and loves adding new perspectives. We ask thoughtful questions, challenge assumptions, and build with empathy, for customers and for each other. We care about craft, we love feedback, and we take ownership. We also embrace humor (yes, the puns are real), because doing serious work doesn’t have to feel so serious.
Our workforce is fully remote, and your personal working hours can be based on your own timezone. All team-wide meetings are scheduled to be inclusive of all North American time zones.
Who we’re looking for
Ethena is looking for a driven, strategic Customer Success Manager to work with our growing portfolio of mid-market customers. First and foremost, you’ll be the guardian of these customer relationships, ensuring that customers are adopting and seeing value with Ethena.
As our team’s first Mid-Market CSM, you’ll also have the opportunity to influence and develop our customer journey and define new ways of efficiently supporting our customers as we grow. This role is perfect for someone who enjoys helping customers find success and always has an eye out for ways to do things better.
Why Ethena? Because it’s a need-to-have vs. a nice-to-have. We save companies thousands of hours a year with innovative ways to deliver compliance training, deliver 93% learner-loved content, and meet compliance needs without creating administrative overhead. In a world where every tool is expected to do more with less, Ethena delivers for admins, employees, and leadership teams alike.
Reports to
- Akhila Iruku, VP Customer Success
What You’ll Do
- Be the architect of the Ethena experience for our most complex customers
- Drive Multi-Product Mastery: Act as a strategic consultant for customers utilizing our full suite - from Training to Hotline and Phishing - ensuring they aren’t just “happy" but are fully activated and seeing measurable ROI across every tool.
- Build Multi-Level Relationships: Cultivate deep, durable relationships with key stakeholders in People, Legal, and Compliance. You’ll move beyond the "admin" level to become a trusted advisor who understands their unique brand, risks, and organizational culture.
- Leverage AI in the Customer Journey: As our first Mid-Market CSM, you will design the blueprints for how we support multi-product users, creating scalable frameworks that ensure different types of workforces find immediate value.
- Master the "Health Check": Move beyond basic metrics to analyze nuanced adoption data. You’ll proactively identify when a strategic account is underutilizing a specific feature (like Policy Bot) and share a strategy to keep our GDR to above industry benchmarks
- Uncover Expansion Opps: Partner closely with Account Management to identify expansion opportunities. Because you understand the customer's "why," you’ll spot the perfect moment to introduce new capabilities that solve their evolving compliance headaches.
- Close the Feedback Loop: Serve as the bridge between our customers and our Product team to ensure our most successful customers continue to be successful, sharing their insights across the organization.
What Makes a Great Candidate
- Proven track record of renewing accounts with multiple products (especially 500 - 5k employees) through smart + strategic relationship building, business reviews, and ruthless project management for renewals
- Skilled at multithreading and uncovering new value in complex orgs
- Organized and disciplined in Salesforce because pipeline hygiene matters
- Builder mentality - you improve the playbook, not just run it
- Proactive, self-led, and hungry to make an impact
- Aligned with Ethena’s mission, with a passion for learning and growth
At Ethena, we're committed to fair and equitable compensation. We carefully evaluate each candidate's skills and qualifications to provide our best possible offer upfront. Our no-negotiation policy ensures that our first offer is always our best offer, promoting pay equity throughout our organization.
Physical Demands
This is sedentary work that primarily involves sitting/standing in a home office environment.
Location
Ethena is a remote-first organization and is currently hiring candidates based in the United States.
We are not currently offering employer visa sponsorship for this role.
AI Usage in Interviews:
We’re big fans of AI and use it heavily in our day-to-day work. That said, to ensure fairness and accurate skill assessment, we do not allow the use of AI tools (including note takers, transcription tools, or recordings) during interviews. If you have questions or need accommodations, we’re happy to chat — just let us know.
Benefits
The benefits offered for this position can be found here. We provide unlimited PTO.
How to Apply
Applications for this position will be accepted via our job board. Excited about the opportunity, but worried you don’t meet all the requirements? Apply anyway, and give us both the chance to find out. We welcome you to read more about our approach to job descriptions by our Chief People Officer, Melanie Naranjo. Curious to know what it’s like to interview with us? Read more here.
Ethena is proud to be an Equal Opportunity Employer and is committed to a diverse and inclusive workplace. We believe that a successful organization is one that celebrates its employees for who they are, who they love, and the unique lens through which they experience the world. Ethena does not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or other legally protected status. We understand that our differences make us better. They empower us to learn from each other, lean on each other, and create a product and community that models the behavior we hope to see in others.
Disclaimer: The salary, other compensation, and benefits information are accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.
Ethena New York, New York, USA Office
New York, NY, United States
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