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Customer Success Manager

We are looking for a US-based full-time, dedicated, and passionate individual to join our growing team. This person will be a core member of our Customer Success team, and you will be well positioned to succeed. The entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!

You will own the client relationships post onboarding. To do this, you will ideally have an empathy for people, can explain concepts clearly and concisely both via email and via video calls, and are tech savvy. You will be measured on how successful and healthy your clients are based on Product Usage Metrics, Net Revenue Retention and Churn Rate.

Learn more about the role here: https://www.loom.com/share/995c907b58db4dbca6d75c00a0f86199


The nitty-gritty details::


• Company: Workstream
• Website: https://www.workstream.is
• Location: San Francisco
• Position: Customer Success Manager
• Position type: Full-time
• Reporting to: Head of Success


Opportunities to progress in career::


Workstream is a San Francisco-based startup, funded by well known institutional and angel investors (happy to share more privately). We are a small team of about 50 full timers + a few part timers with strong passion to make hiring easier and faster. We hope to find a teammate with the same energy.

Within the first 3 months, we would love for you to familiarize yourself with Workstream's product, teams and processes, establish a day-to-day agenda, as well as handle additional responsibilities in the CS team. Within 6 months, we would love for you to grow to tackle larger customers, build more infrastructure and processes, and mentor other members of the Customer Success team (depending on your interest).

If the job requires it, there may be an opportunity to travel and meet with clients or teammates. This will be after 6 months of working with the team.


Skill Sets and Requirements::

  • Check out our company values here! Culture fit is must have for us, and hopefully these will resonate with you! https://docs.google.com/document/d/1SHaeKG3IUy_1kE0y8FRnM8PPoEdMS0gmNIsSP3dG-3A/edit
  • 2-4 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Account Management
  • Minimum of 1 year experience working with SMB clients
  • Experience with working with customer data to identify and follow with customers who are high priority, at-risk or need to grow.
  • Empathetic to customer needs, and serve as a trusted adviser
  • Be hungry, quick to learn and quicker to execute
  • Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely
  • Have a long-term vision of working and growing with a Silicon Valley based technology startup and stay with the team for at least 2 to 4 years
  • Able to work some evenings as needed (we have meeting with our APAC staff)
  • Detail oriented. Keeping track of notes is a key to success
  • [Nice to have] Startup experience of 1 to 3 years
  • [Nice to have] Knowledge in building out CS processes via platforms such as Salesforce, Intercom, Mixmax, Google Workplace
  • [Nice to have] SQL


Retention (70%)::

  • Be an expert in Workstream, so you can guide new users and answer their questions.
  • Make adjustments to client account as needed.
  • Keep track of client activity, notes, and next steps clearly
  • Conduct training for users. Develop training manual and processes as needed to ensure users can grasp key ideas.
  • Create content, including webinars, videos, training, onboarding, check-in articles, documents, email templates, and other resources that make it easier for clients to self serve.
  • Pro-actively analyze customer product usage and evaluate account health
  • Translate customer data into appropriate actions
  • Coordinate resources to drive feature adoption
  • Communicate with clients about new features and product releases
  • Develop commercial relationships in order to increase Workstream utilization and value
  • Effectively communicate customer feedback to Workstream product team.
  • Cross-department collaboration, including but not limited to Sales, Product, and Marketing
  • Escalate issues as needed. Have judgment on what is user error, poor training, bugs in product, and feature request.


Growth (15%):

  • Identify growth opportunities
  • Work closely with Account Management and Sales team to drive growth
  • Introduce clients to features that are not yet used or newly released


Customer Success Ops (15%):

  • Work closely with the head of CS to develop and prioritize a list of key and strategic process improvement projects and initiatives for the Customer Success team, aimed at increasing core KPIs, team efficiency, and customer satisfaction
  • Help contribute to a Customer Success playbook on the customer life-cycle that outlines a customer’s journey with corresponding activities, reporting, and risk-mitigation tactics

Workstream - San Francisco

162 S Park St, SF, CA, 94107
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