Customer Success Manager

We are looking for an extraordinarily motivated Customer Success Manager to join our world-class team. The CSM will act as a trusted strategic advisor who is responsible for our customers’ continued partnership with WorkTango. The CSM strives to build meaningful relationships driving adoption and business outcomes aligned with our customers’ needs and goals. Partnering with our internal teams, the CSM will deliver an exceptional experience throughout the customer journey.

The awesome stuff you’ll do in this role:

1. The primary responsibility of the Customer Success Manager is managing long-term strategic customer relationships to achieve customer satisfaction, cultivate customer loyalty, ensure recurring revenue and renewals.
2. Initiate and develop relationships with multiple individuals in the C-suite, vice president, and director levels; be able to communicate effectively with individuals at all levels.
3. Leverage the company's resources and capabilities in creating and fulfilling value-based solutions, to meet both the customer’s and company's current requirements and expectations as well as future potential.
4. Track and measure key metrics against the customer’s goals. We will look to you not only to track these metrics but also to take action to improve these metrics when needed.
5. Advocate for the customer. Funneling feedback, ideas, pain points, and feature requests back to the rest of the WorkTango team should become second nature. As a customer advocate, you are managing many different needs, personalities, and departments both at WorkTango and within the customer’s organization.
6. Engage with customer business and HR leaders to demonstrate the ROI of the platform.
7. Understand customer needs and allocate resources to address the needs, monitoring follow through on all issues to ensure resolutions meet customer expectations.
8. Provide escalation support for at-risk customers, ensuring their needs are met and confidence is restored.

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

1. 2+ years of experience in customer success management and/or experience driving revenue at a SaaS company.
2. Positive, self-starter attitude with a desire to exceed customer expectations and ability to work extended hours when required.
3. Attention to detail, highly organized, with an absolute focus on the quality of work.
4. Outstanding oral and written communication skills.
5. Strong quantitative and analytical skills.
6. Creative problem solving.
7. Ability to prioritize and perform effectively under pressure.