TELECOMMUTE – US National
Customer Success Manager
Boston, Massachusetts, United States
WorkStep is the leading software provider of workforce retention and hiring solutions for the supply chain industry. We’re a Series B startup (backed by leading investors) who is disrupting the industry and changing the way companies have traditionally hired and retained their frontline supply chain workers.
Our mission is simple: to make the supply chain a better place to work. How? By helping companies within e-commerce, manufacturing, retail, transportation, and logistics make better-fit hires and improve their frontline workforce satisfaction and retention.
We are looking to expand our fully-remote Customer Success team with a Mid-Market Customer Success Manager for our RETAIN customers.You will have a fantastic opportunity to join a fast-paced startup that is helping to solve some of the biggest challenges for the industrial workforce.
In this role, you will be responsible for owning the post-sales commercial relationship with WorkStep RETAIN mid-market customers. As an ideal candidate, you are solutions-focused, growth-minded and take a consultative and data-centered approach to account management. You are comfortable analyzing data, uncovering insights and delivering presentations tailored to your audience. You will report to the Manager of Customer Success. You will be working closely with executive level HR and Operations leadership to ensure customers get the most out of our product and our data. Internally, you will act as the voice of the customer to help us continue to build a Product that best meets our customers’ needs.
WorkStep RETAIN has seen explosive growth in the past year, with some of the biggest companies in the world: NFI, DHL, and Kroger. We have high customer satisfaction and a growing pipeline of mid-market and enterprise companies. A successful person in this role will have the chance to impact WorkStep’s growth path.
Serve as the dedicated post-sales point of contact with WorkStep’s RETAIN customers
Lead enterprise customer onboarding, and implementation
Conduct ongoing product training and office hours with multiple account stakeholders
Analyze retention datasets, develop insights and present findings regularly to key account stakeholders and end users
Drive increased user engagement and product adoption
Advise around best practices and solutions to ensure customers are getting the most value out of WorkStep RETAIN
Identify expansion opportunities
Cultivate lasting relationships with identified sponsors and key stakeholders within your enterprise accounts
Develop deep product and industry knowledge
Share learnings around customer needs and challenges with the broader team to drive product and business decisions
3-5 years of experience in a customer success or account management role
Experience managing enterprise level accounts at a B2B SaaS company
Experience preparing and delivering presentations to key account stakeholders
Persuasive storyteller able to engage and educate an audience on the value of WorkStep
Intellectual curiosity and genuine customer empathy
Team player with a competitive edge
Experience with: G-Suite, Salesforce, Chili Piper and Outreach
Comfortable in a smaller rapidly evolving early stage start-up environment working remotely
Account Management , Client Services , Customer Service