Customer Success Manager at Workboard in Seattle, WA

THE OPPORTUNITY At WorkBoard we help customers achieve their sustainable growth advantage by making alignment and accountability remarkably easy. 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 OKR programs built to accelerate the realization of company objectives. As a Customer Success Manager, you will have the opportunity to work with our Enterprise Customer Success Managers to support our portfolio of customers taking them through the onboarding, implementation, value generation, and renewals process. As a Customer Success Manager, 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. In this role you will 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 for their teams. You will 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. You will manage voice-of-customer feedback loop ensuring customers receive timely feedback and foster trusted relationships with our customers by engaging via email, phone, and screenshare. Additional responsibilities include track and report performance on Product Key Performance Indicators (KPI) internally to stakeholders; collect and summarize feedback from customers to provide input into our Customer Health Score; interface internally with Product Managers and Engineers for troubleshooting and escalations; aid with all project and program management activities; and any other related duties as assigned. COMING IN You will have 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'LL BE SUPER SKILLED AND EFFECTIVE AT Using your leadership skills to create program structure and influence newly formed cross functional teams, to execute successfully in ambiguous situations Creating, activating, and successfully managing a program plan with tight timelines 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 Create, internalize, and dazzle members of your account team with success plans, contact maps, and running ARR for all your customers Know all 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 and SFDC 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 Leverage your incredible organization skills to bring our customers together and build an active WorkBoard community 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 - 50%, with travel likely WITHIN SIX MONTHS YOU'LL Be a Program Execution Leader extraordinaire to 7-10 different account teams Have developed two-dozen champions for WorkBoard in your business 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, WAU, ARR, references) Salary Range: $80K -- $100K Minimum Qualification Account ManagementEstimated Salary: $20 to $28 per hour based on qualificationsShow full descriptionCollapse