Senior Customer Success Manager (Remote)

Who we are

Workzone is a top-rated Project Management Platform (4.8/5 on Capterra, Software Advice) built for Marketing, Operations, and PMO teams. Through the combination of a SaaS platform and human assistance, Workzone enables businesses to plan, manage, and execute high volumes of mission-critical projects. Founded in 2002, Workzone counts industry leaders across Higher Education, Healthcare, Marketing Agencies, Financial Services, Retail & Consumer Goods as customers. For more information, please visit https://www.workzone.com/

Who we are looking for

We seek a highly skilled “Full-Cycle” Sr. Customer Success Manager with proven experience with B2B SaaS solutions for Mid-Market and Enterprise customers. The ideal candidate will have a successful track record managing a customer portfolio end to end, from onboarding to renewals and expansions aimed at specific retention and expansion targets. If you are highly entrepreneurial and typically go about crushing goals with minimal need for management (high autonomy), this role is tailor-made for you. Bonus points for experience working for a collaboration and/or project management platforms.

The role will be measured on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Logo Retention and customer feedback.

What you will do

• 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.
• 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.
• Become proficient at data and the use of daily tools to facilitate and manage your portfolio of accounts: Churnzero and Hubspot.
• Work closely with the VP-CS on department and company-wide initiatives
• Work collaboratively across teams – including Product, Engineering, Customer Success, Training, and Marketing, providing insights and customer feedback.

Requirements

• 7+ years of “full-cycle” B2B SaaS customer success management or account 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.
• Experience working for a collaboration/project management platform is a big plus.
• Skilled in building business champions.
• Strong interpersonal and presentation skills.
• Outstanding verbal and written communication skills.

Compensation & Benefits

• $100K – $110K base salary (commensurate with experience), plus performance pay.
• 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!)
• If you are someone who thrives in autonomy, you’ll have the time of your life!
• Collaborative, transparent, and fun-loving office culture

Workzone is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce.