In this role, you will lead our Customer Success team, which spans three segments and includes Named and Pooled CSMs. You will be responsible for ensuring that Workstream successfully delivers value to our customers, setting them up to grow within the Workstream product suite. You will report to the Head of Operations and partner with other cross-functional leaders in Sales, Marketing, and Engineering & Product. You will own your team’s performance metrics and be responsible for guiding the team to meet and exceed their goals. You will prioritize relationship-building at the executive level with our largest customers and will ensure your direct reports are successfully building the right relationships in their own books of business. You will own the renewal forecast and report metrics on a weekly and quarterly basis.
You will have the opportunity to ideate, implement, test and standardize processes, tools and activities that CSMs will execute at each stage in the customer journey, for each customer segment. Your leadership will be critical to efficiently protecting and helping to grow Workstream’s revenue.
Day in the Life:
- Consult with CSMs and CSM managers to solve key customer obstacles, for both specific customers and for customers more broadly
- Build a world class consultative Named CSM team by ensuring success criteria is captured, key relationships are built across our larger customers, and utilization is high/healthy
- Build a world class Pooled CSM team that effectively and efficiently provides customers with useful insights at the right points in the customer journey
- Recruit, coach, empower and direct the team for both retention and career growth
- Invest in the team through weekly check-ins, quarterly career feedback check-ins, regular account planning, ongoing coaching and feedback, documentation and building reproducible processes
- Define and manage OKRs to drive focus and deliver strong NRR, logo churn, and product usage performance
- Work closely with Product and Engineering to regularly showcase and prioritize customer requests
- Provide accurate weekly forecasting and reporting of health, status, and metrics, regularly escalating any that are at-risk for churn
- Work closely with Sales, CS, and Product to identify win opportunities for upsell and expansion
Who You Are:
- 6+ years of customer success and/or account management experience
- 4+ years of managerial experience
- Demonstrated ability to lead a customer-facing team to exceed performance goals — strong people management, coaching, and development experience
- Experience in forecasting and owning your own renewal number
- Able to influence through gaining buy-in, persuasion, negotiation, and consensus-building
- Confident in presenting strategy, insights, financial/non-financial achievements, and quarterly progress updates to senior stakeholders in a compelling manner
- History of improving processes, methodologies, programs or frameworks that increased team performance
- Demonstrated ability to conduct compelling on-site presentations to C-Level executives
- Experience establishing strategic C-level relationships
- Excellent organization, project management and time management skills
- Exemplifies our company values
- Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
- Very perceptive and highly emotional intelligence, making you agile in adapting your approach to all audiences and personalities
- Travel up to 15% to visit customers and team members
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 $180,000 - $240,000 in San Francisco. The pay will vary depending on location outside of San Francisco. 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.
