Customer Success Leader
Job Description
About the Role
Title: Customer Success Leader
Location: San Francisco, California or Lehi, Utah
Job Description:
Workstream is a mission-driven company that believes in building premium, modern software solutions for hourly businesses. There are 2.7 billion hourly workers, who make up 80% of the global workforce, but they’ve been heavily underserved by technology and deserve better. We help local businesses around you hire, manage, and pay qualified workers.
Our customers include leading brands from multiple sectors, including Burger King, Carl’s Jr./Hardee’s, IHOP, KFC, and Culvers. At series B, we are quickly expanding our product portfolio. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.
In this role, you will lead our Customer Success team, which spans three segments and includes Named and Pooled CSMs. You will be responsible for ensuring that Workstream successfully delivers value to our customers, setting them up to grow within the Workstream product suite. You will report to the Head of Operations and partner with other cross-functional leaders in Sales, Marketing, and Engineering & Product. You will own your team’s performance metrics and be responsible for guiding the team to meet and exceed their goals. You will prioritize relationship-building at the executive level with our largest customers and will ensure your direct reports are successfully building the right relationships in their own books of business. You will own the renewal forecast and report metrics on a weekly and quarterly basis.
You will have the opportunity to ideate, implement, test and standardize processes, tools and activities that CSMs will execute at each stage in the customer journey, for each customer segment. Your leadership will be critical to efficiently protecting and helping to grow Workstream’s revenue.
Day in the Life:
Consult with CSMs and CSM managers to solve key customer obstacles, for both specific customers and for customers more broadly
Build a world class consultative Named CSM team by ensuring success criteria is captured, key relationships are built across our larger customers, and utilization is high/healthy
Build a world class Pooled CSM team that effectively and efficiently provides customers with useful insights at the right points in the customer journey
Recruit, coach, empower and direct the team for both retention and career growth
Invest in the team through weekly check-ins, quarterly career feedback check-ins, regular account planning, ongoing coaching and feedback, documentation and building reproducible processes
Define and manage OKRs to drive focus and deliver strong NRR, logo churn, and product usage performance
Work closely with Product and Engineering to regularly showcase and prioritize customer requests
Provide accurate weekly forecasting and reporting of health, status, and metrics, regularly escalating any that are at-risk for churn
Work closely with Sales, CS, and Product to identify win opportunities for upsell and expansion
Who You Are:
6+ years of customer success and/or account management experience
4+ years of managerial experience
Demonstrated ability to lead a customer-facing team to exceed performance goals – strong people management, coaching, and development experience
Experience in forecasting and owning your own renewal number
Able to influence through gaining buy-in, persuasion, negotiation, and consensus-building
Confident in presenting strategy, insights, financial/non-financial achievements, and quarterly progress updates to senior stakeholders in a compelling manner
History of improving processes, methodologies, programs or frameworks that increased team performance
Demonstrated ability to conduct compelling on-site presentations to C-Level executives
Experience establishing strategic C-level relationships
Excellent organization, project management and time management skills
Exemplifies our company values
Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
Very perceptive and highly emotional intelligence, making you agile in adapting your approach to all audiences and personalities
Travel up to 15% to visit customers and team members
What We Offer:
A mission-driven and value-based company dedicated to empower deskless workers and local businesses
An early employee opportunity at a Series B hyper-growth startup; work with the founding team and industry veterans to accelerate your career
Competitive salary and equity
Comprehensive health coverage: medical, dental, and vision. We pay 95% of your premiums for our employees and 85% for dependents
In office amenities and stocked kitchen
401K Plan
Pre-tax commuter benefits
Learning/development stipend
Unlimited PTO
Hybrid Office/WFH schedule
Salary Range: In compliance with the California Pay Transparency Law, the base salary range for this role is between $180,000 – $240,000 in San Francisco. The pay will vary depending on location outside of San Francisco. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.
Additional Information
Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
We are committed to the full inclusion of all qualified individuals.
