Senior Manager, Customer Success

Overview of the role:

Our Senior Manager, Customer Success is a critical hire who will be responsible for executing WorkTango's customer engagement and program management vision within our Mid-Market and Enterprise CSM teams. The Senior Manager will focus on operationalizing the customer success framework rolled out earlier this year, coaching CSMs to strengthen customer relationships, demonstrate product ROI, and deepen discovery of customer goals and objectives—ultimately driving higher account renewal retention and expansion sales.

To be successful in the role, you’ll bring a range of experiences and capabilities — strong business and analytical skills, excellence in client management and driving business results, and an exceptional track record in building high-performing teams. You’ll be both a strategic thinker and tactical executor, who can work with cross-functional stakeholders in delivery of client results that lead to strong retention and growth outcomes. This role reports to the VP of Customer Success.

The awesome stuff you’ll do in this role:

• Lead the Mid-Market and Enterprise Customer Success teams in executing WorkTango’s CS framework, driving higher client engagement and satisfaction, and delivering stronger retention and growth results

• Coach CSMs on building and deepening customer relationships, conducting meaningful discovery to understand customer goals and objectives, and demonstrating clear product ROI that reinforces the value of the WorkTango partnership

• Drive and manage Gross Retention Rate (GRR), Gross Renewal Rate, Net Retention Rate (NRR), Net Renewal Rate, and Expansion Pipeline metrics, maintaining rigorous Salesforce hygiene across the team’s book of business

• Manage, coach, and inspect healthy sales processes and metrics for expansion efforts including upsell, price increase, and cross-sell opportunities — ensuring CSMs are building and progressing expansion pipeline with discipline and consistency

• Work with your team to execute a comprehensive view of the Customer Experience Journey for our upmarket segments, optimizing the way that WorkTango engages with and supports our Mid-Market and Enterprise clients across our portfolio, from post-implementation to upsell/cross-sell

• Identify and institute best practices in client and program management, delivering business results that exceed client goals, including program enhancements that drive meaningful employee engagement and client success

• Provide individual coaching on performance to goals, execution of framework, career pathing and talent development opportunities for your team, as WorkTango scales

• Develop a metrics-based culture focusing on critical, leading and lagging indicators for success, and early indications for growth and expansion efforts

• Champion the principles of Value Selling, to acutely understand how to work with multiple buyers and stakeholders and unlock potential for growth

• Partner effectively across the organization with key leaders and their teams including the Head of Product, CSO, and Director of CS Technical Services to drive immediate and long-term client success

• Synthesize and share voice-of-the-customer feedback with stakeholders to inform the product roadmap and shape strategic business plans

What you’ll need to be successful in this role:

• 7+ years of sales and/or client management experience, with 3+ years of people management and team building, preferably in a SaaS environment

• Proven success developing scalable, metrics-driven and cost-effective customer success programs that align to corporate objectives and deliver business results

• Demonstrated experience managing, driving, and forecasting Gross Retention Rate (GRR), Gross Renewal Rate, Net Retention Rate (NRR), Net Renewal Rate, Expansion Pipeline metrics, and Salesforce hygiene

• Successful track record managing, coaching, and inspecting healthy sales processes and metrics for expansion efforts including upsell, price increase, and cross-sell

• Success in coaching individual contributors in high-growth and/or high-change environments

• Strong analytical and problem-solving skills, along with exceptional communication skills

• Experience in organizational change and transformation, with proven results

•  Passion for building great teams, achieving targets and pushing cross-functional counterparts to be their best

•  Bachelor’s Degree in Business preferred