Customer Success Manager (East Coast Preferred)

WorkBoard

Work with purpose.

WorkBoard’s Strategy Execution Platform powers the digital operating rhythm for companies around the globe, providing organization-wide clarity, alignment, and insights for growth. AstraZeneca, Ford, Humana, Microsoft, Walmart, Zendesk, and many others rely on WorkBoard’s platform, playbook, and expertise to accelerate results by aligning OKRs, simplifying business reviews and scorecards, focusing weeklies on outcomes, and leveraging analytics. More than 10,000 people are certified in WorkBoard’s OKR coaching and Outcome Mindset Methodology™ which enables their organizations to quickly gain the agility OKRs can provide.

Based in Silicon Valley and founded in 2013, WorkBoard investors include Andreessen Horowitz, SoftBank, GGV Capital, Workday Ventures, M12 (Microsoft), Intel Capital, Silicon Valley Bank, and Capital One.

THE OPPORTUNITY

The direct WorkBoard buyer is typically the CEO or GM of a business unit and the application is deployed to all employees under the P&L owner. As a member of the Customer Success team, you will be working closely with the P&L owner and Program Team to develop self-sustaining strategy execution programs built to accelerate the realization of company objectives.

As a Customer Success Manager, you will support our portfolio of customers working with them through the implementation, adoption, value generation, and renewals process.

YOU WILL

• Construct and execute self-sustaining programs that alter the way the largest global companies run their businesses and drive outcomes that provide incredible value.
• Form deep, highly trusted relationships with Senior Executives and Program Teams guiding them to ensure WorkBoard is embedded with expert communities, strong team communications, and meaningful training specific to their teams.
• Train and enable our customers to increase the business results they realize from the platform by finding the most impactful ways to apply our solution in the context of their business needs.
• Manage voice-of-customer feedback loop ensuring customers receive timely feedback. Foster trusted relationships with our customers by engaging via email, phone, and screen share.
• Track and report performance on Product Key Performance Indicators (KPI) internally to stakeholders.
• Collect and summarize feedback from customers to provide for and inform our product roadmap interfacing internally with Product Managers and Engineers for troubleshooting and escalations.
• Own the renewals process and help drive expansions with the sales organization.
• Other related duties as assigned.

COMING IN, YOU HAVE/ARE:

• 5 - 8 years of overall work experience with 3 years in Customer Success, Program Management, or Professional Services
• You have worked either in, or for, a high-growth SaaS technology company and have an arsenal of successful management, communication, and change management tactics that have driven successful application adoption and a great customer experience!

You have a bias for action, a passion for technology, and super effective at:

• Using your leadership skills to create program structure and influence adoption of the WorkBoard platform
• Creating, activating, and successfully managing users at scale
• Inventing, testing, and codifying program team best practices for repeatability and scale

WITHIN ONE MONTH, YOU'LL:

• Attend new-hire immersion training and be certified as a WorkBoard Expert and OKR Coach to build a deep understanding of our buyer, their pain points, our methodology, and how we work as a team
• Deep-dive with Growth, Sales, and Product Management teams to learn more about our solution, go to market and roadmap, and the partnership with the Services team
• Be able to articulate the value, benefits, and relevance of our platform easily and effectively
• Know all of your customer teams and the objectives and key results they are looking to achieve in the quarter
• Dazzle a WorkBoard expert with your enthusiastic demo
• Meet with 5 enthusiastic WorkBoard customers and shadow 5 Program Meetings to understand team dynamics and how we help
• Be a daily user of WorkBoard, SFDC, and Vitally to help drive rocket ship growth.

WITHIN THREE MONTHS, YOU'LL:

• Be a valued partner by leading a full schedule of customer success plans and Program Teams at your clients to drive high consumption and value from the WorkBoard platform
• Be maniacally focused on measuring, planning, optimizing, and ultimately ensuring our program drives OKR achievement for our customers
• Bring your best thinking to test and codify at least 5 WorkBoard Customer Success practices to scale our program for future growth!
• Tap into your change management experience by ensuring meaningful communication plans are in full effect with your customers
• Bring alignment and accountability into every user’s work process by promoting and coordinating digital and instructor-led training
• Have 2 - 3 active customer communities working together in each of your accounts to internalize and scale WorkBoard skills and OKR best practices, driving high consumption and self-sufficiency
• Spend a great deal of time with our amazing customers with some travel likely

WITHIN SIX MONTHS, YOU'LL:

• Be a Program Execution Leader extraordinaire to 10-15 different account teams
• Know two dozen Sr. Director and VP-level WorkBoard champions that you can tap for insights, references, and case studies to express the business value WorkBoard is helping them drive for their company
• Guide your account teams towards a variety of different tactics and activities influencing account health metrics (activation, MAU, ARR, references)

THE TEAM

You’ll join a rockstar customer success team where everyone is striving to improve the value and quality of experience we provide customers by delivering at our best. We are a collaborative team of voracious learners, excited to guide our customers to close the strategy execution gap and operationalize their results. We are a no-ego bunch, and super excited to help our customers achieve their growth plans!

OUR VALUES - WE LIVE BY THE 4 Hs

• Humble experts
• Hungry for the opportunity
• Intellectually honest
• Operating as one happy team

A FEW OF OUR AWESOME BENEFITS

• Discretionary Time off & sick days
• Paid holidays
• Health insurance
• 401K with employer matching
• Quarterly All-Hands Meetings
• And much more!

We are proud to be an equal-opportunity workplace committed to building a team culture that celebrates learning, diversity, and inclusion. If you’re hungry to grow your skills while growing a company, your sense of urgency matches the size of our market opportunity, and you value and enable teammates’ contributions, then come join us!

The US base salary range for this full-time position is $89,000 to $113,000 annual salary +sales incentive + equity + benefits. Our salary ranges are determined by role, level, and geographic location. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefit.

B5FwwV4TQ8