Manager, Customer Success

Description

Do you thrive in a fast-paced environment where innovation meets results? Are you passionate about helping businesses reach their full potential? Workiz is the place for you!

As a trailblazing SaaS company in the field service industry, we're at the forefront of change, driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with tools to streamline scheduling, dispatching, invoicing, and customer communication – all in one place.

We’re looking for talented individuals who are excited to join our mission of making field service a breeze. Here is a glimpse into what it means to be a part of the Workiz team: 

Collaborative Environment: We nurture a culture of collaboration and support, where ideas are highly valued, and teamwork is fundamental.

Dynamic Growth: Join a company on the fast track, experiencing exhilarating growth, perpetually evolving, and driving change.

Impactful Contributions: Witness the direct impact of your efforts on the success of our customers and the advancement of field service business management. At the end of the day, it’s all about the people. Our customers are at the heart of everything we do.

Who We Need

Workiz is seeking a dynamic and experienced Manager of Customer Success to manage, coach, and mentor a team of Customer Success Managers (CSMs). In this role, you will be instrumental in driving customer retention, revenue growth, and overall customer satisfaction, directly impacting key business objectives. You will lead by example, fostering a high-performing team while collaborating cross-functionally to ensure a seamless and exceptional customer experience.

Responsibilities

• Lead and Develop the Team: Mentor, coach, and empower CSMs to achieve their full potential, providing guidance on best practices, customer engagement strategies, and professional development. This includes hiring, onboarding, performance management, and career development.
• Drive Customer Retention and Growth: Implement strategies to maximize customer retention, identify expansion and cross-selling opportunities, and proactively address potential churn. You'll assist the team in executing growth and optimization strategies for our customers.
• Oversee Account Management and Escalations: Manage the team's account portfolio, overseeing escalations, ensuring timely resolution, and working with Product to prioritize customer feedback and feature requests. You'll ensure execution of customer journey touchpoints, including business reviews, retention strategies, and expansion opportunities.
• Data-Driven Performance Management: Monitor key metrics such as churn and Net Revenue Retention (NRR) using Sisense, track customer interactions and potential cancellations in HubSpot, and leverage data to identify trends, optimize processes, and drive continuous improvement.
• Cross-Functional Collaboration: Partner closely with Sales, Onboarding, Marketing, BizDev, R&D, Support, and Product teams to ensure alignment and a cohesive customer experience. This includes participation in bi-weekly Product/CS meetings, 1:1s with cross-functional partners, and other relevant meetings.
• Process Improvement and Efficiency: Build and scale processes for the CS team to drive efficiency, revenue, and consistent customer engagement. This includes managing tags in HubSpot and Intercom, optimizing email communication, and leveraging Slack for efficient team communication.
• Strategic Decision Making: Execute decisions related to team management, process improvement, and customer satisfaction, independently addressing personnel issues, implementing process changes, and managing the team's day-to-day operations to meet OKRs.
• Maintain Product Expertise: Maintain deep product knowledge to provide expert guidance and support to both the team and customers.

Requirements

Proven Leadership: 3+ years of experience managing and mentoring a customer-centric team, preferably in a SaaS environment. A passion for developing people and building high-performing teams.

Customer-Centric Approach: 5+ years of experience in a customer-facing role, with a deep understanding of customer success principles and best practices. A genuine desire to help customers succeed.

Strong Communication & Collaboration Skills: Excellent written and verbal communication skills, with the ability to build rapport with customers and colleagues at all levels. A collaborative and team-oriented approach.

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