Mid-Touch Customer Success Manager

Reports to: Head of Customer Success

Works with: Customer team, External Artcloud and ArtLogic clients

Term: Permanent

Location: Hybrid - New York/Atlanta office based in (2 days / week)

Salary: $65-$70k + 20% Variable

About us

Artlogic is a leading technology platform for the art world. Founded in 1989, Artlogic empowers over 6,000 galleries, dealers, and art professionals worldwide to streamline their operations and grow their businesses. The company’s integrated platform combines inventory management, CRM, websites, sales, marketing, and payment tools, everything needed to run a modern and successful art business.

In 2021, Artlogic was acquired by tech investors Cove Hill Partners to accelerate innovation and expand its global reach. Since then, the company has doubled in size, with employees across London, New York, Atlanta, and Cape Town.

Today, Artlogic is entering an exciting new chapter through its merger with ArtCloud, another industry leader in art technology. Together, the two companies are uniting complementary platforms to build the most comprehensive, forward-thinking solution for the art world. This collaboration brings together deep expertise across CRM, sales, marketing, inventory, payments, and AI-powered tools, empowering galleries, artists, and collectors worldwide.

Joining Artlogic means becoming part of a growing global team that is shaping the future of how art is bought, sold, and managed, both online and in person.

Our Customer Success team comprises nine people across the UK and US, bringing together colleagues from Artlogic and ArtCloud to help galleries, artists and collectors get the most from our platform. Through dedicated account management and scaled customer engagement, we build lasting relationships, deepen product adoption and support retention, renewals and growth. Working closely with Support, Professional Services, Sales and Product, we bring the customer’s voice into the business and create a consistent, personal experience throughout their journey with Artlogic.

About the Role

The Mid-Touch Customer Success Manager (CSM) is responsible for managing the success and growth of a portfolio of mid-sized customers at Artlogic and ArtCloud, This role is responsible for driving retention, renewals, and expansion revenue across a portfolio of high-touch accounts.

In this role, you will guide customers through onboarding and adoption of our products, ensuring they realize value in managing artists, artwork inventory, exhibitions, sales workflows, and their online presence and maintain customer relationships throughout the customer journey through 1:1 guidance and digital programs, automation, targeted outreach, and customer health insights.

You will act as a trusted advisor to artists, collectors, gallery owners, directors, and operations teams, balancing customer advocacy with commercial outcomes.

Key Responsibilities

Scaled Onboarding & Training

• Deliver structured onboarding experiences for mid-touch customers using repeatable frameworks and lifecycle programs
• Support targeted training for priority or at-risk accounts when needed
• Assist in the development of Artlogic and ArtCloud websites when needed Identify
• opportunities to improve onboarding efficiency and reduce time-to-value across the portfolio

Customer Lifecycle Management

• Manage a portfolio of mid-touch accounts through a combination of proactive outreach and programmatic engagement
• Help customers optimize workflows across all products
• Monitor adoption signals and intervene where engagement drops or risk emerges
• Ensure customers consistently realize value across both back-office operations and their public-facing collateral as their programs and inventory grow

Retention, Renewals & Expansion

• Own renewal readiness and execution for mid-touch accounts
• Identify and mitigate churn and contraction risks using customer health signals and engagement insights
• Identify, position, and secure renewal opportunities within your mid-touch portfolio

Strategic Program Development for Scale

• Work with leadership to design and improve scalable customer success programs that support onboarding, adoption, retention, and expansion across mid-touch customers
• Develop lifecycle touchpoint strategies (e.g., onboarding journeys, adoption campaigns, renewal readiness motions)
• Partner with Customer Engagement, Marketing and Product teams to create enablement resources and customer communications that improve engagement at scale
• Identify trends across the portfolio and translate them into repeatable success motions
• Contribute to segmentation strategy and engagement model improvements

Targeted Strategic Engagement

• Maintain relationships with key stakeholders across your portfolio through structured success touchpoints
• Deliver Business Reviews for priority mid-touch accounts where strategic alignment is needed
• Share best practices that help customers improve operational efficiency and strengthen their online presence

Cross-Functional Collaboration

• Partner closely with Sales, Services, Support, Product, and Marketing to deliver a consistent customer experience
• Provide structured customer insights that inform product improvements and lifecycle strategy

Insights & Forecasting

• Track customer health, adoption, opportunity for expansion, and churn risk
• Monitor adoption trends
• Surface risks and opportunities clearly to leadership
• Help improve reporting frameworks that support scaled customer success delivery

About You

• 2-5 years of experience in Customer Success, Account Management, or a related client-facing role
• Experience managing a portfolio of customers within a structured or scaled engagement model
• Demonstrated success driving renewals, retention, and expansion revenue
• Experience delivering onboarding guidance and customer training in 1:few or 1:many formats
• Experience designing or improving lifecycle programs or scaled customer success initiatives
• Strong prioritization skills and ability to manage a high-volume portfolio effectively
• Excellent communication, presentation, and organizational skills

You Might Also Have

• Experience working with art galleries, museums, or creative-industry organizations
• Experience in a SaaS or subscription-based business
• Experience supporting website platforms, CMS tools, or digital products
• Familiarity with CRM and Customer Success platforms

What we offer

• Company profit sharing scheme
• 25 days annual leave (plus 10 public holiday days)
• Long service entitlement
• Flexible working
• Premier private health insurance including dental, optical & EAP
• Childcare nursery benefit scheme
• Cycle to work scheme
• Tech buying scheme
• Free eye test
• Company pension scheme
• A focus on continued professional development including access to courses and training programs

Artlogic is an equal opportunities employer

We are committed to valuing diversity and seek to provide all staff with the opportunity for employment, career and personal development on the basis of ability, qualifications and suitability for the work as well as their potential to be developed into the job.

Please note that this position requires you to be onsite in our New York or Atlanta office for a minimum of 2 days per week.