Workzone · 6 hours ago
Customer Success Manager (B2B SaaS)
United States
Full-time
Remote
Mid, Senior Level
5+ years exp
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Hiring Manager
Ash Didwania
Insider Connection @Workzone
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Responsibilities
Perform initial onboarding of customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle.
Accomplish a comprehensive engagement and communications strategy that maintains high customer adoption and satisfaction.
Be the Workzone expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties.
Perform periodic business reviews that confirm satisfaction, resolve issues, and expand Workzone use throughout the organization.
Implement and share best practices to ensure customers are realizing the greatest possible value from Workzone.
Build customer champions and advocacy
Be the primary interface to manage and resolve critical situations
Proactively work towards customer retention: constantly assess customer value and satisfaction, identify flags, and solve in collaboration with the customer
Proactively work towards identifying and driving expansion opportunities. Source and qualify opportunities through your outbound efforts and inbound leads. Build expansion pipeline and advance deals through the various sales stages.
Exceed all performance targets, including maintaining high retention and expansion growth rates.
Become proficient at data and the use of daily tools to facilitate and manage your portfolio of accounts: Churnzero and Hubspot.
Work collaboratively across teams - including Product, Engineering, Customer Success, Training, and Marketing, providing insights and customer feedback.
Qualification
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Required
5+ years of “full-cycle” B2B SaaS customer success management experience (onboarding, driving adoption, expansions, and renewals).
Proven track record of exceeding retention and growth benchmarks - you should be able to articulate your targets and attainment in recent years clearly.
The ability to explain technical subjects to non-technical personnel in large enterprises.
Good at building credibility and trust with customers and internal stakeholders by understanding their requirements.
Experience maintaining valuable and outcome-based relationships with a diverse customer account base.
Experience conducting QBRs to VP and C-level executives, demonstrating value and ROI.
Skilled in building business champions.
Strong interpersonal and presentation skills.
Outstanding verbal and written communication skills.
Preferred
Experience working for a collaboration/project management platform is a big plus.
Benefits
Complete pay & growth transparency with pay revision and promotion criteria established from Day 1.
Entrepreneurial environment, with the financial resources (profitability) to take calculated bets while enabling long-term organizational stability
Work from anywhere in the US - the entire company is remote
Best in class benefits: 90% of benefits paid for individual and family
401(k) retirement plan with company contribution
Unlimited PTO; minimum of 2 weeks vacation per year (Yes, you must take a vacation!)
Collaborative, transparent, and fun-loving office culture
Company
Workzone
Workzone is an online project management software.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknown2024-02-01Acquired
Leadership Team
R
Rick Mosenkis
Founder & CEO
Company data provided by crunchbase
