Customer Success Manager
The Customer Success Manager will advise executive stakeholders and customer teams on strategy execution, change management, and WorkBoard adoption. The role requires 5–8 years of overall experience, including three years in customer success, program management, consulting, or professional services, plus strong client-facing leadership skills.
About the job
Responsibilities
- Consult clients on accelerating achievement of company strategy and apply the WorkBoard solution to improve alignment and accountability.
- Build strategic advisor relationships with C-level executives and coach teams to manage, communicate, and operationalize results.
- Construct and execute self-sustaining programs that change how large global companies operate and drive measurable outcomes.
- Build trusted relationships with senior executives and program teams, embedding WorkBoard through expert communities, team communications, and meaningful training.
- Train and enable customers to increase business results through effective application of the platform.
- Create and manage program plans with tight timelines, influence cross-functional teams, and operate effectively in ambiguous situations.
- Invent, test, and codify repeatable program-team best practices.
- Develop customer success plans, contact maps, communication plans, training programs, and active customer communities.
- Measure, plan, optimize, and ensure customer programs drive results achievement, platform consumption, and adoption of AI and agent capabilities.
- Manage relationships with 10–15 client teams and develop customer champions.
- Expect approximately 50% travel.
Requirements
- 5–8 years of overall work experience, including 3 years in Customer Success, Program Management, Consulting, or Professional Services.
- Experience working in or for a high-growth SaaS technology company.
- Proven management, communication, and change-management skills that drive product adoption and strong customer experiences.
- Comfortable working with AI tools and maintaining an AI-forward mindset.
- Experience in fast-paced, client-facing environments with tight timelines and shifting priorities.
- Self-starter who takes ownership and drives outcomes.
- Strong leadership, organization, communication, and program-management abilities.
- Passion for technology and a bias for action.
Nice-to-Haves
- Experience with strategy execution and strategic portfolio management.
- Experience with OKRs and change management.
Compensation & Benefits
- Discretionary time off and sick days.
- Paid holidays.
Skills
Customer Success, Program Management, Consulting, Professional Services, SaaS, Change Management, Artificial Intelligence, Strategy Execution, Strategic Portfolio Management, Okrs, Salesforce, Program Planning
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