Customer Success Manager

7 days ago

Framingham, Massachusetts, United States WorkHuman Full time
Job Title: Customer Success Manager

At Workhuman, we're on a mission to bring more humanity to the workplace. We're seeking a highly skilled Customer Success Manager to join our team and help us achieve this goal.

About the Role

We're looking for a talented individual who can professionally manage customer relationships, ensure consistently high satisfaction levels, and position and sell Customer Success service offerings to customers. As a Customer Success Manager, 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.

Key Responsibilities
  • Manage customer relationships to ensure consistently high satisfaction levels
  • Position and sell Customer Success service offerings to customers
  • Establish 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
  • Work closely with Insight and Strategic Customer Directors to identify new opportunities and drive revenue within your customer base
  • Ensure all your customers are positioned as references for the Workhuman prospective customer base
  • Demonstrate strategic value to the customer by understanding the customer's ambition for recognition and effectively guiding and directing each customer to embrace best practices in order to deliver their ambition
  • Understand the organizational structure of the customer company, identifying areas that present a deep strategic partnership opportunity
  • Lead on-site customer meetings 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
Requirements
  • 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
About Workhuman

At Workhuman, we recognize and embrace individuals' differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. We're committed to creating a workplace that sparks gratitude and human connection while increasing employee engagement and productivity.

We're proud to have been recognized as a Best Workplace for Women and a Best Workplace in Technology in 2020, 2021 and 2022. We're also committed to providing a work environment free of discrimination and harassment, and we believe that diversity and inclusion among our teammates is critical to our success as a global company.

We're looking for a human who is collaborative and innovative with a growth mindset. If you're passionate about bringing more humanity to the workplace, we'd love to hear from you.

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