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Customer Success Manager

3 months ago

Framingham, United States Workhuman Full time

Job Description:
The Opportunity:
We are looking for an innovative and determined Customer Success Manager to ensure our customers receive an outstanding customer experience which ultimately significantly impacts the continued success of Workhuman.
You will work directly with production customers to enhance their overall user experience with Workhuman.
You will be committed to working with customers throughout the customer's lifecycle and ensuring each customer receives maximum value from our solution. We work with our customers to build relationships, learn about their businesses, and drive value based on our customers defined goals and objectives.
** This is a hybrid role which requires 2 days a week onsite in our Framingham, MA office**
The value you will deliver

  • You will professionally manage customer relationships to ensure consistently high satisfaction levels.
  • Positioning and selling Customer Success service offerings to customers
  • Establishing a trusted advisor relationship that works to ensure customer's overall satisfaction with our products
  • Assist in the development of success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations
  • Working closely with Insight and Strategic Customer Directors to identify new opportunities and drive revenue within your customer base
  • Ensuring all your customers are positioned as references for the Workhuman prospective customer base
  • Demonstrating strategic value to the customer by understanding the customer's ambition for recognition and effectively guiding and directing each customer to embrace best practice in order to deliver their ambition
  • Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Ensure that we maintain strategic partnerships across these areas of the customer company in order to maximize our "deep roots" within each customer account.
  • Lead on-site customer meeting to review all aspects of customer success, often including presentations to a large group of project stakeholders
  • Efficiently manage the customer and internal company resources to meet all established milestones, ensuring targeted completion dates are achieved using internal project management tools


The skills you will bring

  • Minimum 3+ years of business experience with a demonstrated ability to manage complex programs for Fortune 500 customers
  • A team mindset with an ability to work directly with field sales, technical, marketing and operations personnel.
  • A respect for urgency with an ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment
  • Ability to achieve results by effectively communicating with other groups and collating high quality action plans for customers
  • Strong organizational skills with attention to detail required to ensure accuracy and effective execution
  • Ability and comfort in chairing on-site live meetings and virtual Webinars, to large groups of people either customer facing or internal in nature
  • High energy and positive "can do' attitude
  • Ability to travel approximately 30% of the time


The Company:
At Workhuman® our mission is to bring more humanity to the workplace. We recognise and embrace individuals' differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don't think you "check every single box" above, please still consider applying. We're looking for a human who is collaborative, and innovative with a growth mindset. We love what we do because we're shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world's leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.
Did you know we have an award-winning culture across EMEA and North America:

  • We were named as #5 Best Workplace in the Great Place to Work Awards in Ireland in 2022 in the large sized workplace category. We were also recognised as a Best Workplace for Women and a Best Workplace in Technology in 2020, 2021 and 2022.
  • In 2021 we were named as #2 Best Workplace in Europe in the medium sized workplace category.
  • We were also recognised as #2 Best Large Places to Work in Boston by Built In for 2023 as well as a Best Place to Work in Boston, U.S. Best Large Places to Work and U.S. Best Places to Work.
  • There are currently over 7.5 million users on the Workhuman® cloud across 180 countries.
  • Our core values are Respect, Determination, Innovation and Imagination.


Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.