Senior CSM Lead, NA Enterprise Growth

Workwize; New York (NY); Hybrid; USD 85,000 - 190,000; Full time

Benefits offered by this job

Salary + equity

Vacation time

401(k) plan

Flexible schedules

Top-notch tools

Off-sites & bonding

AI in product

Job summary

Workwize is seeking a CS Leadership role to build and scale a North American Customer Success organization focused on mid-market and enterprise accounts. You will lead a small, high-performing team, oversee a portfolio, and drive adoption, retention, and expansion with data-driven strategies and collaboration across Sales, Product, and Operations.

You’ll coach and develop CSMs, create scalable onboarding programs, and shape AI-enabled CS workflows to improve efficiency and customer outcomes.

Qualifications

• 7+ years in Customer Success or similar client-facing role.
• 3+ years leading CS teams.
• Proven experience building or significantly scaling a CS organization in North America.
• Experience with mid-market and enterprise customers.
• Strong track record of building CS processes, playbooks, and operating rhythms.
• Experience driving renewals, retention, and expansion.
• Strong data-driven decision making.
• Cross-functional collaboration with Sales, Product, Operations, and Support.
• Fluent English in business context.

Responsibilities

• Build and scale the North American Customer Success organization with focus on mid‑market and enterprise accounts.
• Create a proactive CS motion that drives adoption, value, retention, and growth.
• Develop scalable processes, playbooks, journeys, and operating rhythms.
• Set expectations around portfolio management, engagement, risk, renewals, and expansion.
• Continuously improve team operations as the customer base grows.
• Coach and develop CS leaders and individual CSMs.
• Create onboarding and training programs for CSMs.
• Use data and feedback to identify where coaching or process improvements are needed.
• Collaborate with Sales, Ops, Product, Support to resolve issues and improve customer experience.
• Build strong relationships with senior stakeholders across accounts.

Skills

CS leadership

Team development

North America experience

Mid-market/Enterprise

Process development

Data-driven decisions

English fluency

AI curiosity

Tools

HubSpot

Monday.com

Asana

Slack

Linear

Miro

Notion

Job description

Workwize is seeking a CS Leadership role to build and scale a North American Customer Success organization focused on mid-market and enterprise accounts. You will lead a small, high-performing team, oversee a portfolio, and drive adoption, retention, and expansion with data-driven strategies and collaboration across Sales, Product, and Operations.

You’ll coach and develop CSMs, create scalable onboarding programs, and shape AI-enabled CS workflows to improve efficiency and customer outcomes.