Customer Success Team Lead, Bonusly
$130-145k
+ Equity: 0.03% - 0.07%; + Variable Compensation based on customer retention and growth: 20%
Personalized employee rewards and recognition platform
Job no longer available
Personalized employee rewards and recognition platform
21-100 employees
Job no longer available
$130-145k
+ Equity: 0.03% - 0.07%; + Variable Compensation based on customer retention and growth: 20%
21-100 employees
Company mission
To improve performance by motivating teams, empowering managers, and simplifying HR.
Role
Who you are
- We are looking for someone with an ingrained passion for people, and a love for finding creative solutions to help others create a culture of appreciation within their organization, and a desire to enable high performance within the Bonusly Customer Success team
- This is an excellent opportunity for an experienced Enterprise Customer Success Manager eager to take the next step in their career journey with leadership responsibilities
- Have Enterprise Customer Success or Account Management experience in HRTech
- Have 3+ years of experience owning Enterprise accounts, including renewal management
- Excel at delivering delightful experiences, with a focus on customer growth and retention
- Serve as a consultative partner to your clients by seeking to understand problems and goals in order to deliver informed recommendations and partnership strategy
- Have strong business acumen with proven ability to balance clients’ business needs as well as Bonusly business objectives to maintain and grow mutually beneficial partnerships
- Have a passion to help others grow and succeed, with a desire to grow your own career in Customer Success leadership
What the job involves
- As a Customer Success Lead, you will be a player-coach leader helping to drive customer retention and growth across a small book of some of Bonusly’s largest customers as well as through your leadership of a small team of Customer Success Managers
- You will be accountable for the success of your assigned enterprise customers, establishing yourself as a Trusted Advisor and proactively providing best practice guidance and recommendations to maximize the value customers realize from Bonusly
- You will also help manage and develop two CSMs with ownership of a scaled book of business, and coach them to successfully manage and grow their books of business
- You will be an expert on Bonusly along with employee recognition, engagement and performance while managing our customer’s success, and coaching others on the same throughout the customer lifecycle
- From ensuring that Bonusly customers achieve their business and talent goals using our product to implementing coaching and process enhancements to support this at scale, you’ll directly affect the customer satisfaction, retention, growth, and advocacy of our amazing customers!
- Manage a portfolio of enterprise customers throughout the life cycle, owning their ultimate success by ensuring they realize the full value of the Bonusly platform
- Manage two CSMs to drive successful retention and growth for Bonusly customers under $15,000 ARR
- Actively participate in 1:1 coaching and feedback sessions alongside the Customer Success Leadership Team
- Serve as a trusted resource for Customer Success Managers and provide guidance on best practices around stakeholder management, demonstrating value, and navigating commercial conversations
- Partner with your customers to proactively optimize their use of Bonusly as their business and talent objectives change and best practices evolve
- Partner with the sales team to drive customer growth and leadership team to continue to improve and iterate on customer growth processes
- Closely monitor your accounts to identify renewal risks and implement proactive interventions
- Showcase Bonusly’s value to customers through regular check-ins and Executive Business Reviews focused on achieving desired outcomes
- Drive product adoption and ongoing usage of Bonusly by helping our customers follow best practices to get the most from Bonusly (and, help define what those best practices are!)
- Build and maintain healthy, multi-threaded relationships across your customer organizations
- Serve as the voice of your customers by sharing customer feedback and advocating for customer needs cross-departmentally and serve as the Voice of Bonusly with our customers to ensure mutual success in the partnership
- Keep up with HR industry trends to understand and advise our customers
Our take
Being recognized for hard work can be a huge motivation for an employee’s career development, particularly when this recognition comes from peers. Many employers integrate reward and recognition schemes within the workplace, but these are often routine, impersonal, and ineffective at motivating staff.
Bonusly offers an online platform that allows workforces to show their appreciation for a peer through online recognition and rewards. Members are provided with a fixed amount of monthly 'points' which they can give to peers as a token of their appreciation in the public domain or privately. The company claims that the 'gamification' of these recognition and reward systems helps boost engagement, teamwork and collaboration within the workplace.
Gamification is gaining traction in the workplace, and Bonusly's approach to recognition and rewards is both clever and refreshing. By turning accomplishments into a game-like experience, Bonusly boosts employee engagement and workplace culture. The company is expanding by adding non-USE redemption options and scaling its travel and experiences rewards, making it more inclusive for global teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-20% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2023
$18.9m
SERIES B
Jun 2020
$9m
SERIES A
Total funding: $31.4m
Company HQ
Whittier, Boulder, CO
Leadership
Raphael Crawford-Marks
(Founder & CTO)They have a degree in Cognitive Science with Concentration in Artificial Intelligence. Previously worked as a Lead Engineer at Good Today. They are also an Advisory Board Member for HR.com.
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