Workstream (www.workstream.us) is a text recruiting and hiring tool for local businesses, especially quick service restaurants. We are a team from MIT, Y Combinator, Google, Yelp, Harvard, Stanford, Cornell, Lucid, and have raised over $12.5M from Peter Thiel’s Founders Fund, CEO of Zoom, Jay Z, Joe Montana, Chairman of JetBlue, Charles River Ventures, CEO DoorDash, James Harden, CEO Logitech, Chairman Louis Vuitton (LVMH), Peterson Ventures, GGV Capital, CEO LucidChart, CEO Intercom, and more.
Workstream helps businesses like Jamba, Chick-fil-A, McDonald's, Dunkin', Applebee's, Auntie Anne's, Cinnabon, and more to hire faster with texting / SMS, cutting in half the time to engage, hire and onboard hourly workers, saving you over 10s of hours every week and hiring the right talent faster. We do this by engaging hourly candidates with texting, posting to over 100+ job sites like Indeed, Craigslist, ZipRecruiter, scheduling efficiently via mobile workflows, and seamless onboarding via online signing and more via text.
About the Role:
The Customer Growth Manager will report to the Head of SMB Customer Success and will be a hands-on role responsible for developing and executing strategy to drive product adoption, increase perceived value, and prevent churn at scale for our SMB customers first, then upper segments. This is an individual contributor role and will not be managing people. This role will ensure Workstream SMB customers are enabled with self-service resources, tools, and guided journeys that improve their product and service utilization post-sale. This role will interact with all levels of the organization, from the strategy and planning phase through implementation, to communicating results and findings. Working in close alignment with marketing, product, support, revenue operations and customer success, this role will contribute to the organization’s product adoption, retention, upsell and net-revenue retention (NRR) goals.
Responsibilities
- Develop a deep understanding of the SMB customer segment, including personas, key use cases, customer needs, high value features, and churn signals
- Create strategic plans for driving adoption and reducing churn through automation and scalable engagement
- Own, build and test the various journeys via 3rd party tools like Intercom, Salesforce, Marketo, etc. This includes writing compelling and actionable copy, using data to identify specific triggers, continuously A/B test to determine winners/losers, and more.
- Identify and escalate gaps in the customer journey based on limitations or roadblocks with people, process, or technology; communicate the impact of solving for these gaps, and where possible, project manage and build the solution or work cross functionally to implement
- Regularly develop and run experiments to make data-driven decisions and improve the journey
- Analyze customer usage and churn patterns to drive decision making at each milestone in the customer journey
- Establish targets and communicate performance results and learnings to internal teams via QBRs and other channels
Qualifications
- Quantitative education or work background
- Experience creating and managing scalable post-sale engagement programs driving adoption and upsell
- Strong analytical skills with experience using data to drive decision making around audience strategies and programs
- Experience navigating and driving collaboration across multiple teams
- Strong presentation skills; experience communicating strategies and results to all levels, including executives
- Self-starter, results oriented, and track record of success in a fast-paced work environment
- Hubspot/Marketo and other Marketing tools experience is a plus
- Writing SQL queries is a plus
We really value people with a good culture fit, and here are some of the values that we have -
https://docs.google.com/document/d/1SHaeKG3IUy_1kE0y8FRnM8PPoEdMS0gmNIsSP3dG-3A/edit
How to be successful in this role
We are looking for someone that can grow with our team over time. You have a scrappy, hands-on attitude to hit the ground running.
You will succeed if you have a startup mentality of “G.S.D.”, and you will grow as the company scales. If you are looking for a relaxed 9-5, please back away slowly. If you are insanely bright, hard working, humble, and looking to build a career on the ground floor of an exciting and fast-growing software-as-a-service (SaaS) business, this is for you.
What we offer
- An opportunity to be an early employee at a high-growth SaaS company and work directly with the founding team;
- Full-time employees are offered comprehensive medical benefits;
- A globally-distributed team who deeply cares about each other and shares ideas;
- A belief that productivity is measured by output and not facetime;
- Flexible schedule with a “use it how you need it” vacation policy - we don’t believe in capping or earning hours. We trust our team to get the job done and rest/recharge as they see fit.
- Help drive the culture of Workstream as we grow!
Here's more information on Workstream