Customer Success Manager

We are looking for a full-time, dedicated, and passionate individual to join our growing team. This person will be a core member of our Customer Success team, and you will be well-positioned to succeed. The entire company from Sales, Customer Success, Product, and Engineering are all aligned to make sure our customers are successful!

You will own the client relationships post onboarding. To do this you will ideally have empathy for people, can explain concepts clearly and concisely both via email and via video calls, and are tech-savvy. You will be measured on how successful and healthy your clients are based on Product Usage Metrics, Net Revenue Retention, and Churn Rate.

Day in the Life: 

Retention (60%):

• Be an expert in Workstream, so you can guide new users and answer their questions.
• Make adjustments to the client account as needed and help the client learn how to make the changes. 
• Keep track of client activity, notes, and next steps clearly inside of Salesforce and Outreach
• Conduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas.
• Create content, including webinars, videos, training, check-in articles, documents, email templates, and other resources that make it easier for clients to grasp complex concepts
• Pro-actively analyze customer product usage and evaluate account health
• Translate customer data into appropriate actions
• Coordinate resources to drive feature adoption
• Communicate with clients about new features and product releases
• Develop commercial relationships in order to increase Workstream utilization and value
• Effectively communicate customer feedback to Workstream product team 
• Cross-department collaboration, including but not limited to Sales, Product, and Marketing
• Escalate issues as needed. Have judgment on what is user error, poor training, bugs in the product, and feature request.
• Conduct Executive Business Reviews with key decision-makers

Growth (30%):

• Use data and what you discover from client interactions to identify growth opportunities
• Work closely with the Sales team to drive growth for clients who want to expand
• Introduce clients to features that are not yet used or newly released

Customer Success Operations (10%):

• Work closely with the head of CS to develop and prioritize a list of key and strategic process improvement projects and initiatives for the Customer Success team, aimed at increasing core KPIs, team efficiency, and customer satisfaction
• Help contribute to a Customer Success playbook on the customer life-cycle that outlines a customer’s journey with corresponding activities, reporting, and risk-mitigation tactics
• Champion software, constantly evaluate usage to make sure the team is fully utilizing these tools

Who You Are:

• 1-2 years of relevant experience in a related area, such as Onboarding, Customer Success, Implementations, or Account Management
• Minimum of 1-year experience working in a Customer Success role at a SaaS company
• Experience with working with customer data to identify and follow with customers who are high priority, at-risk or need to grow.
• Empathetic to customer needs, and serve as a trusted adviser
• Be hungry, quick to learn, and quicker to execute
• Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely
• Have a long-term vision of working and growing with a Silicon Valley based technology startup and stay with the team for at least 2 to 4 years
• Able to work some evenings as needed (we have meetings with our APAC staff)
• Detail-oriented. Keeping track of notes is a key to success
• [Nice to have] Startup experience of 1 to 3 years
• [Nice to have] Knowledge in building out CS processes via platforms such as Salesforce, Intercom, Outreach, Notion

What We Offer:

• A mission-driven and value-based company dedicated to empower deskless workers and local businesses
• An early employee opportunity at a Series B hyper-growth startup; work with the founding team and industry veterans to accelerate your career
• Competitive salary and equity
• Comprehensive health coverage: medical, dental, and vision. We pay 95% of your premiums for our employees and 85% for dependents
• In office amenities and stocked kitchen
• 401K Plan
• Pre-tax commuter benefits
• Learning/development stipend
• Unlimited PTO
• Hybrid Office/WFH schedule

Salary Range: In compliance with the California Pay Transparency Law, the base salary range for this role is between $70,000 - 100,000 in Lehi, Utah. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.