Customer Success Manager, Workwize

• 7+ years of experience in Customer Success, Account Management, or another relevant client-facing role
• 3+ years of experience leading and developing Customer Success teams
• Proven experience building or significantly scaling a Customer Success organization in North America
• Experience working with mid-market and enterprise customers, including complex organizations with multiple stakeholders
• A strong track record of building Customer Success processes, playbooks, operating rhythms, and team structures from the ground up
• Experience creating a proactive Customer Success motion focused on adoption, value realization, retention, and expansion
• Strong experience managing complex customer escalations and identifying the underlying operational or process issues behind them
• Comfortable owning both strategy and execution — you are willing to build the process, roll it out, coach the team, and improve it when it does not work
• Strong commercial understanding, including experience with renewals, retention, customer risk, and expansion
• Comfortable using data to manage team performance, portfolio health, and customer outcomes
• Experience working cross-functionally with Sales, Product, Operations, Support, and other internal stakeholders
• Comfortable with tools such as HubSpot, Monday.com or Asana, Slack, Linear, Miro, and Notion
• Curious about AI and experienced or motivated to use it thoughtfully within Customer Success workflows
• Fluent in English at a business level

Desirable

• At Workwize, we’re on the hunt for a CSM Team Lead who can inspire a team, wow clients, and keep an eye on the bottom line - sometimes all before lunch
• You’ll lead a small, high-performing crew while managing your own client portfolio, making sure both your team and your clients come out on top
• Your mornings?
• Setting priorities, leading stand-ups, and keeping the team laser-focused on what really matters
• Your afternoons?
• Diving into performance metrics, tweaking strategies, and finding ways to make processes smarter, faster, and more impactful
• You’re a people-person with a head for numbers
• You know when to step back and empower your team - and when to roll up your sleeves and tackle escalations head-on
• Building relationships comes naturally, whether coaching your team, collaborating across departments, or connecting with clients
• You’re reflective, always looking for ways to improve performance and set your team up for long-term success
• We move fast, think big, and celebrate wins - both for our clients and our teams
• If leading a team that’s passionate about client success excites you, we’d love to hear from you
• Take ownership of building and scaling our North American Customer Success organization, with a strong focus on mid-market and enterprise customers
• Create a proactive Customer Success motion that goes beyond reacting to customer requests and consistently drives adoption, value, retention, and growth
• Build and roll out scalable processes, playbooks, customer journeys, and ways of working that give CSMs the structure they need without creating unnecessary bureaucracy
• Establish clear expectations around portfolio management, customer engagement, risk management, renewals, and expansion
• Continuously improve how the team operates as our customer base and organization grow
• Coach, train, and develop CSMs so they can confidently manage complex customer relationships and become stronger strategic partners to their accounts
• Create an engaged, accountable team where people understand what good looks like and take ownership of their results
• Set clear priorities and help the team focus its time on the customers and activities that have the biggest impact
• Build repeatable onboarding and training programs for new and existing CSMs
• Use customer conversations, performance data, and team feedback to identify where coaching or process improvements are needed
• Step into complex customer escalations when needed and bring structure, calm, and ownership to the situation
• Look beyond the immediate issue to understand the root cause and prevent the same problem from happening again
• Turn escalations and customer feedback into clear learnings, process improvements, and training for the wider team
• Work closely with Sales, Operations, Product, Support, and other teams to resolve issues and improve the overall customer experience
• Build strong relationships with senior stakeholders across mid-market and enterprise accounts
• Own the Customer Success contribution to renewals, retention, and expansion across the North American customer base
• Build a disciplined approach to identifying risk early and creating clear action plans
• Help CSMs recognize and develop expansion opportunities based on customer needs and demonstrated value
• Use data and customer insights to understand portfolio health, identify trends, and decide where the team should focus
• Partner with commercial teams to create a smooth customer lifecycle from handover through renewal and expansion
• Look for practical ways to use AI and automation to make the Customer Success team more effective and scalable
• Help CSMs spend less time on repetitive work and more time on meaningful customer conversations
• Experiment with new tools and workflows while making sure the customer experience stays personal and human
• Understand where automation adds value and where customers still need direct, thoughtful engagement from a CSM