Customer Success Manager, Enterprise (1-year Fixed Contract)

About the position Are you an experienced Customer Success professional looking for a challenging opportunity to join a fast-paced company that values professional growth and values your input? Look no further! Workiz, a dynamic and rapidly growing organization, is seeking a Customer Success Manager to join our team. With a start-up mentality and limitless potential, Workiz offers a supportive and driven work environment where you can excel while having fun. This is a one-year fixed-term contract role, providing maternity leave coverage, with the potential to transition into a full-time position based on performance and business needs.

Responsibilities

• Develop and maintain strong relationships with a portfolio of Enterprise customers, serving as their trusted advisor and main point of contact.
• Responsible for managing and cultivating long-term relationships with large, complex enterprise clients, ensuring their successful adoption and ongoing value realization of Workiz offerings by proactively addressing their needs, driving high customer satisfaction, and maximizing renewal and expansion opportunities within the account.
• Negotiate commercial agreements with customers.
• Act as the primary point of contact for clients initiating cancellation requests, ensuring they receive personalized attention.
• Conduct in-depth discovery calls to uncover the root causes of dissatisfaction and propose tailored solutions to address these issues.
• Own overall customer relationships and drive engagement and adoption, mine data to effectively measure value, and mitigate risk, and create customer advocacy.
• Set and drive clear upsell/cross-sell targets and goals with your accounts and Account Executive counterparts.
• Own product adoption, grow key relationships and drive engagement with key stakeholders in all your accounts.
• Act as a trusted advisor and strategic partner to key decision-makers within the organization.
• Understand and align with customers' business objectives, providing guidance on how Workiz can best support their goals.
• Collaborate with cross-functional teams, including Onboarding, Product, and Support, to address customer needs, resolve issues, and drive customer satisfaction.
• Serve as an escalation point for customer issues and concerns, providing timely and effective resolution while maintaining a high level of customer satisfaction.
• Stay up-to-date with industry trends, best practices, and competitor activities to provide valuable insights and recommendations to customers.
• Analyze customer usage patterns and behaviors to identify at-risk accounts and develop targeted retention plans to mitigate churn.
• This role requires a high degree of flexibility, supporting multiple teams and functions as needed. It demands adaptability, cross-functional collaboration, and the ability to pivot between responsibilities to meet evolving business needs.

Requirements

• 3+ years of Customer Success or Account Management experience, preferably in a SaaS environment.
• Demonstrate ability to leverage strong business acumen to understand customer needs and creatively develop solutions that align with their strategic goals, and drive their success.
• Strong experience and proficiency in working with Customer Relationship Management (CRM) software, preferably HubSpot.
• Exceptional multitasking abilities, time management skills, and effective communication (both verbal and written).
• Demonstrated success in building rapport with customers across different levels, primarily through email and phone interactions.
• Strong work ethic and adaptability to thrive in rapidly changing environments.

Benefits

• Fuel Up & Unwind: We keep our kitchen stocked with top-notch coffee and a variety of snacks to energize your day.
• Four-Legged Friends Welcome: Bring your furry co-pilot to work and join our pack of friendly pups.
• Bonding Beyond Desks: We believe in building strong teams, both inside and outside the office with our office book club, catered lunches and office happy hours.
• Unleash Your Inner Gamer: Take a break and recharge in our game room, featuring a stocked fridge, a pool table, a dartboard, mini putting green, and gaming systems.
• Market-level compensation based on experience $85,000-$95,000 On-Target Earnings.
• Workiz provides a comprehensive benefits package, featuring employee stock options, Medical, Dental, and Vision coverage options, and up to a 4% match on 401k contributions.

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