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Strategic Customer Success Manager

3 months ago

Remote, Oregon, United States Wonderlic Full time
About Us

Wonderlic is focused on leading the way in fair, predictive science to create a world where everyone has and succeeds in their best job, and that starts with you We leverage I-O science to deliver evidence-based insights to predict and maximize employee potential using simple, intuitive assessment tools, and to make sure our team is engaged and equipped to do their best work. Our team is comprised of passionate professionals dedicated to pushing the boundaries of talent assessment while maintaining a commitment to scientific excellence.

Wonderlic has always championed progressive, sustainable approaches to building a culture that allows people to do their best work while living their best lives. Here are some of the ways we do that:

  • True work-life balance and flexible work arrangements – we work with you to meet your needs, and we continue to evolve our company-wide approaches to remote, flexible work
  • Four-day work week
  • Generous PTO plus a paid company shutdown from 12/24 to 1/1
  • Ongoing professional development including attendance at professional conferences (e.g., SIOP, BIOP, SHRM, ATD, HR Tech)
  • Benefits include medical, dental, vision, 401k with matching, paid new parent leave

At Wonderlic, we specialize in talent assessment, leveraging our expertise to predict potential. Our commitment lies in scientific advancements that empower organizations to identify and retain top talent effectively. Embedded within our approach are the principles of Industrial-Organizational Psychology, serving as the foundation for everything we do.

What Sets Us Apart:

  • Scientific Precision: We apply rigorous scientific methodologies to develop assessments that accurately gauge individuals' potential and fit within various organizational contexts.
  • Innovation: Our dedication to continuous improvement drives us to explore cutting-edge techniques and technologies, ensuring our assessments remain at the forefront of talent assessment.
  • Impactful Solutions: By integrating I-O Psychology principles into our processes, we deliver solutions that not only meet the immediate hiring needs of organizations but also contribute to long-term success and retention.

Overview:

Wonderlic is on the lookout for a dynamic and commercially oriented Strategic Customer Success Manager (CSM) with deep expertise in the HR technology space. At Wonderlic, we're on a mission to revolutionize the talent solutions space with our leading products, Wonderlic Select and Wonderlic Develop. This pivotal role is not just about maintaining client relationships—it's about driving revenue growth through renewals and expansion, while developing successful long-term partnerships, ensuring our clients derive maximum value from our offerings.

Your Impact:

As a Strategic Customer Success Manager, your primary goal will be to drive revenue growth by ensuring customer satisfaction and loyalty. You will leverage your sales acumen and HR tech expertise to manage a diverse portfolio of existing customers, building strong relationships and acting as a trusted advisor. Your ability to navigate complex client needs and align our products with their strategic goals will be crucial in achieving renewals and expansion.

What You'll Do:

  • Drive Growth:
    • Proactively identify opportunities within your existing customer base to drive renewals and expansion, meeting and exceeding revenue targets.
    • Cultivate strong client relationships through strategic conversations that align Wonderlic's solutions with the client's business objectives.
  • Customer Engagement:
    • Serve as the primary point of contact for customers, representing their voice to internal teams, and ensuring smooth transitions between Sales and Customer Success.
    • Conduct strategic business reviews to assess and ensure the value realization of our products, and develop tailored action plans to address any issues.
  • Renewal and Expansion Cycle Management:
    • Manage and drive opportunities through the sales cycle, from identifying needs to closing renewals and expansions.
    • Utilize customer health monitoring tools to identify and mitigate risks, ensuring a proactive approach to customer success.
  • Product and Market Expertise:
    • Develop and maintain deep knowledge of new and existing product offerings, industry trends, and competitive conditions to provide strategic insights and recommendations.
    • Introduce new products and features to customers, ensuring they are fully informed of the value and benefits.
  • Customer Advocacy and Feedback:
    • Act as a customer advocate within the company, streamlining the customer experience to prevent turnover.
    • Create feedback loops between customers and product teams to identify and remove barriers to customer adoption.

What We're Looking For:

  • Proven Success: Recognized for exceptional commercial achievements and consistently exceeding targets – especially in formalized recognition programs.
  • Consistent Excellence: A strong track record of consistently exceeding expectations.
  • Stability and Growth: Demonstrated ability to achieve long-term success and growth within previous roles.
  • HR Tech Expertise: Extensive experience in Customer Success with B2B, SaaS, HR technology solutions (Recruiting, HCM, LMS, etc).
  • Industry Knowledge: Deep understanding of the pains felt by our HR, Recruiting, and Employee Development customers.
  • Leadership: Recognized as a subject matter expert within your organization with experience coaching or mentoring others.
  • Curiosity and Creativity: Naturally curious and creative in your approach to solving problems.

Qualifications:

  • 5+ years of experience in SaaS Customer Success, with a focus on HR technology solutions (Recruiting, HCM, LMS, etc.), with demonstrated expertise in securing renewals and driving expansion.
  • Proven track record of managing a large portfolio of accounts and achieving revenue growth through expansion.
  • Excellent communication and negotiation skills, with the ability to simplify complex situations and build lasting relationships.
  • Strong analytical skills and ability to use data to drive decision-making and strategy.

Target Total Compensation: This position offers OTE of $110,000 to $140,000, split between a base and variable compensation.

Our Policy

Affirmative Action Plan/Equal Employer Opportunity (AAP/EEO) Statement: Research suggests that both the confidence gap and imposter syndrome can make members of some groups (including women, members of the LGBTQIA+ and BIPOC communities, and candidates of less traditional age, education, or background) less likely to apply for jobs when they don't meet 100% of the qualifications. At Wonderlic, we are in the business of identifying potential, and we encourage all interested candidates to apply.

Wonderlic is proud to be an equal employment opportunity/affirmative action employer. Here, diversity is valued and celebrated, and this is what makes us such a successful team. Wonderlic does not discriminate in employment on the basis of race, color, religion, gender, gender identity, pregnancy status, national origin, sexual orientation, marital status, disability, genetic information, age, parental status, military/veteran status, or any other factor protected by law.

In addition, we will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please get in touch with us at to request an accommodation.

Disclaimer: This job description is not designed to include a comprehensive list of duties and responsibilities that are required of the employee. Duties and responsibilities may change or be assigned at any time, with or without notice.

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