Customer Success Leader, Workstream
$180-240k
+ Equity
Travel up to 15%
Hourly worker recruitment platform
Open for applications
Hourly worker recruitment platform
201-500 employees
Open for applications
$180-240k
+ Equity
Travel up to 15%
201-500 employees
Company mission
To help businesses hire faster and smarter, so they can focus on supporting their team and serving their customers.
Role
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 the job involves
- 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
- 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
Our take
Recruiting new staff can be a time-consuming process for HR teams; requiring them to source, screen, and communicate with every potential candidate. Whilst the process has been made easier through online job boards, this has only led to larger pools of potential candidates, putting further pressure on the workload of recruiters.
Workstream provides an hourly worker recruitment platform, focused on automating digital communication and application management with candidates to reduce workloads for recruitment teams. The platform also allows users to post open roles to over 25,000 job boards at once, in addition to automating all paperwork workflows.
Whilst the prevalence of smart recruitment platforms will present difficult competition for Workstream, the company shows the potential to disrupt the market with its automated communication, paperwork, and mass job posting capabilities. It continues to launch new products and features - such as its multilingual and customizable AI chatbot - and has raised strong capital to support accelerated expansion and the broadening of product development.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2022
$60m
SERIES B
Aug 2021
$48m
SERIES B
Total funding: $118m
Company benefits
- Comprehensive medical, dental and vision plans
- Access to a generous number of fully-paid counseling sessions with licensed therapists every year
- Flexible PTO
- Paid parental leave
- Equity options
- Quarterly learning reimbursement that can be used toward continuing education, books, subscriptions and more
Company values
- Humble and hungry - We have a beginner’s mindset in everything we do. We believe it allows us to continually learn, try new things and deliver the best outcomes for our customers
- Everyone does customer success - We are obsessed with customer success. We work vigorously to earn and keep customer trust and make them succeed in their work
- Be relentlessly resourceful - We are creative, resourceful and self-reliant. We believe having an entrepreneurial spirit allows us to find new ways to solve problems for our customers
- Don't lose the human touch - We believe in teamwork and putting people first. We support each other and are fanatical about keeping the human connection
- Direct feedback is a gift - We welcome direct feedback. When shared timely and on a foundation of trust, feedback helps us improve
- One team, one stream - We are one team. We are united in our mission and goals, and we proactively support and celebrate each other
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Desmond Lim
(Co-Founder & CEO)Experience as Product Manager for WeChat. CEO and Co-founder of QuikForce from 2014 to 2016.
Max Wang
(Co-Founder & CTO)Experience as Software Engineer for Sinovation Ventures. Co-founder and CTO of VC.CN from 2011 to 2016.
Lei Xu
(Co-Founder)Worked on Revenue Acceleration and Software Engineering for Google from 2012 to 2015. Experience as Co-founder and CTO of Emote.
Salary benchmarks
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