Customer Success Manager – Implementation
WorkDove, a leading SaaS HR performance and talent management company, seeks a Customer Success Manager. Through its performance and talent management platform, Workdove is bringing peace to the workplace by improving employee retention & engagement and providing managers with an effective coaching tool. The company is seeking a candidate with SaaS Customer Success experience to join its dynamic, venture-backed organization (backed by Jurassic Capital) entering its next phase of growth. The company is located at the American Tobacco Campus in Durham, NC. Are you right for this role? If you consistently strive to deliver an incredible customer experience, love to train and onboard new customers, and focus on helping customers achieve desired outcomes, this role could be for you. Metrics you think about include account health scores & NPS, and your work contributes to successful renewals and upsells. You listen to customer needs, advocate for clients, and work relentlessly to improve the customer user experience. The ideal candidate will have demonstrated a proven track record of successful customer implementation & training, managing customer relationships, and being a great team player. Additionally, the candidate enjoys and thrives in a fast-paced (but supportive) early-stage organization. Team members must embrace and exhibit our core values. In the interim, the Customer Success Manager will report directly to the Chief Operating Officer. But, there is opportunity for career growth for candidates that live by our core values and achieve results. Role and Responsibilities:
- Launch and train new clients on the WorkDove platform
- Demonstrate a high level of technical acumen and problem-solving abilities
- Use industry knowledge and best practices to assist in the “translation” of client needs and desires into an effective performance management program and system implementation
- Ongoing product/system support for our Tier 1-2 clients
- Conduct and assist with system excellence webinars for customer learning and increased engagement
- In partnership with the existing team members and the COO, help architect & refine the Customer Success function, including SLAs, processes, resources, and best practices
- Listen to customer product/platform feedback and inform the product roadmap/team
- At least 3 years of experience managing customer relationships (SaaS preferred) with a focus on implementing high-margin software products
- Strong project management skills
- A track record of delivering excellent customer satisfaction and ensuring accounts renew and/or expand services
- Demonstrated ability to effectively communicate with customers at all levels in an organization
- Experience mapping the customer journey, developing a customer success playbook, and driving operational efficiencies that help customers achieve desired outcomes
- BA/BS degree
- CRM experience (we use Hubspot)
- Working knowledge of Microsoft Office & Google Docs
- Ability to use MS Excel to analyze business problems and recommend solutions
- Competitive base plus variable compensation (OTE) based on company performance
- Hybrid in-office and remote work. Part-time in Durham, NC office required
- Open, collaborative work environment at the amenity-rich American Tobacco Campus
- Strong company values & culture
- Eligibility to work in the U.S. without sponsorship
